Customer Experience Representative- Bilingual
Customer Experience Representative- Bilingual
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Job Description
Is this job for you
If youve been looking to join a team that values your energy and talents offers multiple career paths and provides you with continuous development opportunities youve found it! Since 1971 The Brick has been led by visionary men and women who have embraced each business opportunity with the drive for success. We want you to join our winning team and experience The Brick Way!
Position Overview:
The Customer Experience Team is looking for our next customer service champion! The primary role of the Customer Experience Associate is to advocate a fair and cost-effective solution for each customer. This fast-paced role requires strong communication time management teamwork and an eye for detail as you will be handling a multitude of support tickets simultaneously.
Responsibilities
- Monitor and promptly respond to Brick and TransGlobal Service customers through an omnichannel ticketing system on various channels (including but not limited to Facebook Twitter email Google reviews phone calls etc). This task requires an eye for detail as each support ticket requires a thorough understanding of where the problem rooted from so that the proper solutions are presented from the appropriate department/team. The Customer Experience Associate is responsible for ensuring Brick policies and procedures have been followed positively coaching when it is not and supporting the teams in coming up with fair and creative solutions.
- Update and maintain online store listings for over 200 locations (primarily google); phone number hours of operation holiday hours photos etc. This includes responding to the reviews for all listings.
- Working in Microsoft excel word document and power point to create and distribute regular customer experience reporting to various departments and executive members.
- Monitor online orders that have been flagged as potentially fraudulent to understand why these orders have been flagged. This will require direct conversation with the customer to verify their identity and purchase and the online security team to determine the completion or cancellation of the order based on the findings of the verification process. This includes processing internet change request forms.
- Participate on team projects where assigned.
- Action sales order confirmations and reporting for web sales drop ship orders and corporate sales.
Qualifications
- Impeccable written and verbal English and French language skills.
- Open schedule availability.
- Experience in a retail environment and customer service required.
- Proven ability to stay motivated and positive when dealing with difficult customers.
- Proven track record in customer service team building and operational success.
- Excellent communication interpersonal and problem-solving skills.
Bilingualism (French English oral and written) is for the frequent interactions with English and French-speaking customers within our stores colleagues and/or internal partners/suppliers across Canada
tre bilingue (franais anglais parl et crit) est ncessaire pour les interactions frquentes avec les clients anglophones et francophones dans nos magasins les colgues et/ou les partenaires/fournisseurs internes travers le Canada
Why The Brick
- A flexible and comprehensive benefits package including Health Dental and Paramedical Services for you and your family
- Competitive remuneration package that will commensurate with experience
- Career progression potential with plenty of access to ongoing personal and professional development
- Employee discounts
- A dynamic environment to showcase your leadership talents.
The Brick is committed to fair and accessible employment practices and will accommodate people with disabilities throughout the recruitment application and selection process. If you require an accommodation at any stage of the process please let the hiring manager know or reach out to
Required Experience:
Unclear Seniority
Employment Type
Full-Time
