Bilingual Customer Experience Representative

Job summary

Respond to customer inquiries across phone, email, and live chat while managing order processing and shipping channels. Develop customer support initiatives to optimize satisfaction, retention, and revenue.

Job details

Department: Customer Experience Location: Vancouver, BC / Ontario - In Office Job Type: Full-time Salary: $45,000-$47,000 per year The Team: Founded in 1981, JD Sports has grown from a single store in the UK into a leading global omnichannel retailer of Sports, Fashion, and Outdoor brands, with a growing presence across Canada. At JD Sports Canada, our teams are united by a shared passion for sport, music, fashion, and the culture that connects them. We’re committed to building diverse, inclusive, and high-performing teams who bring energy, individuality, and a genuine passion for our brands to everything they do. Our people are at the heart of the JD experience. Our teams work together to support our stores, strengthen our business, and bring the JD experience to life across Canada. The Role: We are looking for a Bilingual Customer Experience Representative to join our Vancouver HQ team! Our Customer Experience Representatives will develop a best-in-class online experience for our all customers. You will also be taking an analytical approach in funneling orders in order to optimize customer satisfaction and retention rates. Most importantly, you will ensure exceptional customer service support to our customers assist them with any inquires or concerns they may have. Duties/Responsibilities: Responding to customer inquiries in a timely manner through all communication channels (phone, emails, live chats). Maintaining and updating customer orders and information as they occur. Managing order processing in order to funnel orders to the appropriate channels for shipping and handling. Creating and maintaining new customer support initiatives and strategies to increase revenue and retain existing customers. Skills/Experience/Knowledge needed: 1+ years of experience in a call centre environment or in the retail industry Full professional proficiency in both English and French Experience working in E-Commerce, Customer Service or Digital Sales. Exceptional analytical and problem solving skills. Proficient in Microsoft Excel and other Microsoft Office applications. Ability to meet deadlines and work independently and as part of a team. Highly organized and detail oriented with the skill to learn quickly, take initiative, and adapt easily to changes. The Perks: Performance-driven culture with growth opportunities Paid Birthday Day off Staff discount across product ranges – Includes staff, family & friends discount Extended health, dental, vision, professional services (RMT, Chiropractor, Physiotherapist, etc.) coverage Travel perks – Includes exclusive hotel deals in major cities (Vancouver, Toronto, NYC, Los Angeles) Our Values Entrepreneurial Competitive Responsibility Integrity We believe in extending our entrepreneurial and competitive spirit beyond financial performance to making the world around us a better place. We always strive to do the right thing for our colleagues, our customers, and our communities. Equal Opportunity At JD Sports Canada, we believe our strength comes from the diversity of our people, perspectives, and experiences. We are committed to creating an inclusive, equitable, and accessible workplace where everyone feels valued, respected, and empowered to bring their authentic selves to work. As an equal opportunity employer, we welcome applications from all qualified candidates and are committed to ensuring a fair and inclusive recruitment process. If you require an accommodation at any stage of the hiring process, please let us know—we are happy to work with you to ensure you have the support you need to participate fully.

What you’ll do

Respond to customer inquiries across phone, email, and live chat while managing order processing and shipping channels. Develop customer support initiatives to optimize satisfaction, retention, and revenue.

Requirements

Requires over one year of experience in a call center or retail environment with full professional proficiency in both English and French. Candidates must be proficient in Microsoft Office and possess strong analytical and organizational skills.

Benefits

• Paid Birthday Day off • Staff discount • Extended health coverage • Dental coverage • Vision coverage • Professional services coverage • Travel perks

Listed skills

• Time management · Preferred
• Customer service · Preferred
• Problem solving · Preferred
• Organization · Preferred
• Microsoft Excel · Preferred
• Microsoft Office · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• English Proficiency
• French Proficiency
• Customer Service
• E-Commerce
• Digital Sales
• Analytical Skills
• Problem Solving
• Microsoft Excel
• Microsoft Office
• Order Processing
• Time Management
• Organization

Job areas

• Customer Service & Support
• Retail
• Sales