Bilingual Customer Services Representative

Customer Service Associates are GoodMorning's customer-facing voice and the front line for solving customer problems. You own each problem from first contact to confirmed resolution: working out what is wrong, explaining the fix in plain terms, making it happen, and following up to confirm it worked. You handle phone, email, and live chat across every brand in our portfolio, so no two conversations are alike, from quick answers to a difficult message an upset customer doesn’t want to hear. It suits someone who wants to fix the real problem rather than close the ticket, stays organized across several conversations at once, and treats a hard conversation as a chance to turn a frustrated customer into a loyal one.

GoodMorning.com Inc. is a Canadian digitally native direct-to-consumer brands company. Our mission is to provide branded products of remarkable quality and value that customers love. We earn market share by obsessing over our customers, being relentlessly better, moving fast and doing it right, applying an ownership mindset when solving challenges, and celebrating wins together.

Benefits And Perks

• Competitive compensation, vacation, profit share, and equity package
• 100% employer-paid extended benefits - health and dental
• Employee Assistance Program
• 125% RRSP matching (10% of salary, up to a maximum of $10k/yr)
• Employee product discounts
• Transportation Reimbursement

In this role, you will:

• Knowing the GoodMorning product range well enough to answer questions and recommend the right fit
• Handling customer conversations across phone, email, and live chat, from first message to resolution
• Getting to the root of a problem, explaining the fix in plain terms, making the correction happen, and following up to confirm it worked
• Processing the actions a resolution requires, including returns, refunds, exchanges, replacements, and warranty claims
• Coordinating with delivery carriers, the warehouse, suppliers, and other teams to move an issue to resolution
• Finding solutions that fit the customer's situation and keep them with the brand
• Knowing how our products compare to competitors, and being able to make that case to a customer
• Learning the internal systems and tools the role runs on
• Keeping customer records and internal notes accurate as you go
• Recognizing when an issue needs to move up, and escalating it
• Using your appeasement authority within the limits set for the role
• Following established processes, and flagging better ones when you spot them
• Hitting the KPI targets set for your level

Our ideal candidate

• High school diploma minimum; bachelor's degree preferred
• One year of experience in a call center or comparable high-volume customer service role
• Written and spoken fluency in English and French (Required), Québécois preferred
• Conflict management, including delivering a difficult message while protecting the customer relationship
• Customer de-escalation and a working knowledge of customer service best practices
• Adapting tone and approach across different customers and situations
• Working to a deadline, both independently and as part of a team
• Multi-tasking and organization across concurrent customer conversations
• Proficiency with Freshdesk or a comparable CRM and customer service platform
• Experience with Google Workspace (Docs, Sheets) is an asset