Bilingual Customer Care Associate (Seasonal)
About the role
It's fun to work in a company where people truly BELIEVE in what they're doing!
We're committed to bringing passion and customer focus to the business.
Bilingual Customer Care Associate (Remote)
Seasonal, Part-Time
Reporting to**Customer Care Leader
Toronto, Ontario
As a leading clothing retailer of finer menswear based in Toronto and operating in major centres across Canada, we are currently seeking a seasonal Bilingual (French/English) Customer Care Associate to join our E-commerce team! We have been in business for over 70 years and take pride in our status as a leader in the retail industry in Canada, and in our dedication to delivering an exceptional product and outstanding customer experience.
The successful candidate will be responsible for the following:
- Client Inquiry Resolution
Resolve client requests and inquiries within established department SLAs, while reaching productivity goals
Process returns, price adjustments, and other transactions modification for E-Comm and OMNI orders
Assist leadership in ensuring proper coverage is available at all times
Provide support to B&O leadership with special requests and projects as required
- Quality Guidelines Adherence
Ensure all communications reflect and reinforce Brand Standards
Prioritize the client's experience when preparing/providing solutions
Partner with other departments/teams to ensure best solutions are provided
Maintain awareness of company initiatives and ensure results delivered mirror those objectives
Maintain a high Customer Satisfaction Score and ensure timely follow-up is conducted on surveys
- Profit Preservation and Loss Prevention
Report any suspicious behaviours observed in your interactions with clients and action as appropriate
Resolve any issues to the best of your ability while minimizing monetary and physical asset loss
Assist in client engagement/retention initiatives, ensuring quality and productivity objectives are met
- Reports and Records
Log all client inquiries in Zendesk, and report all system issues and bugs
Complete daily checks including back-up tasks for absent peers
Complete weekly reporting when necessary, using established templates
Participate and contribute to weekly team meetings
Provide assistance with client file maintenance
Maintain and regularly fill out gift card, return, claim, fulfillment error, and other logs
Ensure tracking for projects such as balance, sourcing, and etc. are kept up-to-date
Observe any trends or patterns and share with Customer Care leadership
- OMNI Channel Operations
Act as an intermediary between departments and ensure delivery on promises
Partner with fulfillment centres to ensure orders are shipped in a timely fashion
Source requested items or alternatives to satisfy client orders/requests
Collaborate with carriers to resolve any shipping issues (claims submitted and completed)
Collaborate with stores to ensure client services are carried out and communicated in timely manner
Demonstrate initiative by identifying and highlighting efficiencies to existing processes
We thank you for your interest in this opportunity.
Harry Rosen Inc. is committed to ensuring that our environment is barrier-free to all persons, employees, and clients alike, as we believe in equal opportunity and fostering a diverse and inclusive environment. In the spirit of this philosophy, we are committed to providing reasonable accommodations to all applicants with accommodation needs in the interview and assessment process. If you need assistance during the selection process, please contact us at careers@harryrosen.com with details.
Bilingual Customer Care Associate (Seasonal)
About the role
It's fun to work in a company where people truly BELIEVE in what they're doing!
We're committed to bringing passion and customer focus to the business.
Bilingual Customer Care Associate (Remote)
Seasonal, Part-Time
Reporting to**Customer Care Leader
Toronto, Ontario
As a leading clothing retailer of finer menswear based in Toronto and operating in major centres across Canada, we are currently seeking a seasonal Bilingual (French/English) Customer Care Associate to join our E-commerce team! We have been in business for over 70 years and take pride in our status as a leader in the retail industry in Canada, and in our dedication to delivering an exceptional product and outstanding customer experience.
The successful candidate will be responsible for the following:
- Client Inquiry Resolution
Resolve client requests and inquiries within established department SLAs, while reaching productivity goals
Process returns, price adjustments, and other transactions modification for E-Comm and OMNI orders
Assist leadership in ensuring proper coverage is available at all times
Provide support to B&O leadership with special requests and projects as required
- Quality Guidelines Adherence
Ensure all communications reflect and reinforce Brand Standards
Prioritize the client's experience when preparing/providing solutions
Partner with other departments/teams to ensure best solutions are provided
Maintain awareness of company initiatives and ensure results delivered mirror those objectives
Maintain a high Customer Satisfaction Score and ensure timely follow-up is conducted on surveys
- Profit Preservation and Loss Prevention
Report any suspicious behaviours observed in your interactions with clients and action as appropriate
Resolve any issues to the best of your ability while minimizing monetary and physical asset loss
Assist in client engagement/retention initiatives, ensuring quality and productivity objectives are met
- Reports and Records
Log all client inquiries in Zendesk, and report all system issues and bugs
Complete daily checks including back-up tasks for absent peers
Complete weekly reporting when necessary, using established templates
Participate and contribute to weekly team meetings
Provide assistance with client file maintenance
Maintain and regularly fill out gift card, return, claim, fulfillment error, and other logs
Ensure tracking for projects such as balance, sourcing, and etc. are kept up-to-date
Observe any trends or patterns and share with Customer Care leadership
- OMNI Channel Operations
Act as an intermediary between departments and ensure delivery on promises
Partner with fulfillment centres to ensure orders are shipped in a timely fashion
Source requested items or alternatives to satisfy client orders/requests
Collaborate with carriers to resolve any shipping issues (claims submitted and completed)
Collaborate with stores to ensure client services are carried out and communicated in timely manner
Demonstrate initiative by identifying and highlighting efficiencies to existing processes
We thank you for your interest in this opportunity.
Harry Rosen Inc. is committed to ensuring that our environment is barrier-free to all persons, employees, and clients alike, as we believe in equal opportunity and fostering a diverse and inclusive environment. In the spirit of this philosophy, we are committed to providing reasonable accommodations to all applicants with accommodation needs in the interview and assessment process. If you need assistance during the selection process, please contact us at careers@harryrosen.com with details.