Role Overview:

Reporting to the Manager, Customer Care, the Customer Care Advisor (CCA) will play a pivotal role in driving and maintaining our self-serve and efficiency strategy. Employing innovation in CCD while focusing on loyalty, retention, and B2C sales growth, the CCA will collaborate across departments to bring Brother Canada’s strategic vision to life. Acting as both a subject matter expert and a liaison, the CCA will work closely with internal and external teams (US), to propose and implement continuous improvements. This role requires a proactive approach to enhancing each customer interaction, championing our Total Customer Satisfaction standards, and striving to increase customer satisfaction through impactful solutions that optimize department performance and promote self-service.

Duties & Responsibilities:

Empowering Self-Service Excellence to decrease CCD contact volume:

• • Develop, update, and edit FAQs and chatbot content for seamless customer self-service.
  • Review customer feedback to refine responses and elevate the self-service experience.
  • Create standardized FAQ texts and guided assists, ensuring customers find solutions easily.
  • Explore innovative strategies and tools to expand self-service options.
  • Localize instructional videos and FAQs from Brother USA and other branches, tailoring content for our market.

Maintain and analyze department reporting

• • Analyze customer contact patterns and retention data to identify opportunities for efficiency and satisfaction gains.
  • Monitor support site traffic trends using Google Analytics and OSvC, adjusting strategies based on user behaviour.
  • Pull and analyze daily, weekly, and monthly departmental reports to provide senior management with actionable insights.
  • Generate ad-hoc reports upon request, offering tailored insights to meet evolving business needs.

Drive initiatives that foster "Customer for Life" loyalty and enhance B2C sales efforts (QMIF).

• • Open and manage improvement and bug-fix tickets impacting customer care strategies.
  • Act as a liaison with QA, Marketing, Product Planning, and MIS to support cross-departmental projects.
  • Update and maintain OSvC functionalities, from managing user accounts to optimizing proactive chat rules.
  • Continuously recommend solutions that drive innovation and strengthen interdepartmental collaboration.

Experience & Qualifications:

• • Bachelor’s degree or DEC.
  • 4-6 years of customer service experience; analytical skills and forecasting experience are highly valued.
  • 1-3 years of experience implementing self-service tools such as FAQs or chatbots.
  • Project management certification is a plus.
  • Strong service orientation, with a commitment to enhancing customer experiences and fostering a knowledge-sharing culture.
  • Exceptional interpersonal skills, able to connect with and influence colleagues across all levels.
  • Demonstrated analytical and problem-solving abilities, with a talent for organizing, multi-tasking, and creative thinking to assess trends, improve performance, and drive productivity.
  • Proven ability to lead projects effectively, with a participative leadership style that engages front-line specialists and minimizes escalation.
  • Proficient in MS Office (Word, Excel, Outlook).
  • Proficient in both written and verbal French and English communication.
  • Proficiency in both written and verbal English communication is essential for effective correspondence with clients, suppliers, business partners and colleagues beyond the province of Quebec.