Role Overview:

If you take pride in building quality connections with the goal of leaving every customer happy, Brother Canada’s Customer Care team is waiting to meet you. Our remote positions focus on providing an exceptional customer experience through troubleshooting and problem solving, all delivered with a smile. If that sounds perfect for you, apply today.

Reporting to the Manager, Customer Care, as a Customer Care Representative (CCR), you will be a trusted front-line remote expert who is empowered to provide solutions and information to existing and potential customers regarding Brother’s full range of products and services driving the customer experience strategy, primarily through live chat. Read below for more info about this exciting opportunity and apply today!

Duties & Responsibilities:

Providing solutions, the Brother way!

• • Primarily via our chat platform (also via phone and other channels), you will handle concurrent chats by actively listening to customers, demonstrating empathy and taking ownership to offer the appropriate product & service solutions to resolve issues from beginning to end and determine the best solution based on the customer issue on the first contact basis.
  • Leverage your social media expertise (Chat, Facebook, Twitter) to drive customer satisfaction and upsell/cross-sell Brother’s products & services and obtain enrollments to our loyalty program etc.

Keeping up to speed

• • Successfully complete assigned trainings to increase your knowledge and understanding of all Brother products and services.
  • Proactively continue to increase your technical expertise and media savviness to drive the customer experience strategy.
  • Receive frequent coaching sessions from the team lead.
  • Ensure proper and timely recording of all customer interactions in CRM.
  • Leverage your continuous improvement mindset to help make improvements.
  • Follow all company guidelines and policies required in the customer service representative role.
  • Any other work, duties, projects or ad-hoc requests as assigned.

Experience & Qualifications:

• • Completion of post-secondary education, ideally college degree or equivalent experience.
  • Strong sense of personal accountability in driving for results.
  • Strong ability to work autonomously with a proactive approach to enhancing technical skills.
  • Strong computer skills, with proven technical ability in providing assistance with both hardware and software issues.
  • Experience in cross-selling and up-selling products and services, effectively enhancing customer loyalty through tailored solutions.
  • Creative problem solving, anticipating the unexpected and having solutions readily available.
  • Bilingualism, in both written and spoken French.
  • Proficiency in both written and spoken English is essential for effective correspondence with clients, suppliers, business partners and colleagues beyond the province of Quebec.
  • Minimum 3 years of experience preferred in customer care, loyalty, and retention environments.
  • Typing skills with a minimum speed of 40 words per minute since this is a chat environment.
  • Previous experience in a chat and social media environment.
  • Experience in variety of operating systems (PC and Mac).

Additional Details for This Role:

Important availability requirements:

• • Must be available to work from Tuesday to Saturday between 9:30 a.m. to 5:30 p.m.
  • Possibility of weekend shifts or evening shifts depending on business needs.