Bilingual Customer Care Representative (EN/FR)

Golf Town; Vaughan; Hybrid; CAD 27,000 - 39,000; Full time

Benefits offered by this job

Benefits package with healthcare, dent

Employee discounts

Hybrid work environment

Vendor Pro Deals and training

Job summary

Golf Town is hiring a Bilingual Customer Care Representative (FR/EN) to deliver exceptional support via email and case management in both French and English. You will assist customers on orders, returns, gift cards, product info, warranties, and the online shopping experience.

You will work with internal teams including SSC and stores to resolve issues, maintain high service standards, and contribute to KPI targets. Prior experience in retail and comfort with Salesforce tools are preferred.

Qualifications

• 1–3 years’ retail or customer care experience.
• Bilingual (FR/EN) with excellent verbal and written communication.
• Strong customer service, problem-solving and conflict-resolution skills.
• Ability to learn new systems quickly.

Responsibilities

• Provide exceptional customer care via email and case management in French and English.
• Address inquiries about orders, returns, gift cards, product information and warranties.
• Collaborate with SSC teams, stores, and the wider Customer Care team to resolve concerns.
• Maintain records of customer interactions in Service Cloud and other systems.
• Follow policies and service guidelines to ensure consistency and accuracy.

Skills

Bilingual (FR/EN)

Customer care

Team player

Organized

Multi-tasking

System navigation

Conflict resolution

Professional communication

Education

College or university education (asset)

Tools

Salesforce Service Cloud

Salesforce Commerce Cloud

Microsoft D365 Knowledge

Job description

Who We Are;

Golf Town is a proudly Canadian golf superstore. From drivers and irons to apparel, footwear, and accessories, we offer the best gear and custom fitting services to help golfers play their best since 1999.

As part of Sporting Life Group, alongside Sporting Life and Team Town, we are dedicated to sharing our passion and growing the game.

Why Work Here?

• Access to our benefits package, with the choice of different levels of health, dental, and vision coverage to suit you.
• Employee discounts at Golf Town, Sporting Life, and Team Town Sports that are shareable with friends and family.
• Team-first culture that celebrates an active, sports lifestyle.
• Fun, fast-paced hybrid environment where your passion for sport and style belongs.
• Vendor Pro Deals and expert product training to fuel your knowledge and performance.
• An hourly rate of $24.00 and opportunities to grow your career in the sports lifestyle.

What You'll Do;

As a Bilingual Customer Care Representative (FR/EN) with Golf Town, you will deliver an exceptional customer experience by providing timely, accurate, and professional support through email and case management in both French and English.

In this role, you will assist customers with inquiries about orders, returns, gift cards, product information, warranties, and online shopping experience. You will work collaboratively with internal store support centre (SSC) teams, stores and the wider Customer Care team to help resolve customer concerns, support operational processes, and maintain high service standards across all customer touchpoints.

• Provide exceptional Customer Care as per the Sporting Life Group Mission Statement.
• Manage inbound customer cases and email communication ina timelyand professional manner.
• Support departmental KPI performance including First Response Time (FRT),Average Handling Time (AHT),productivity, quality standards, andtimelycase resolution.
• Respond to customer inquiries related to online orders, returns, exchanges, carrier issues, promotions and product support.
• Investigate and resolve customer issues that may impact order fulfillment or delivery.
• Resolve customer concerns by identifying solutions and escalating issues when required.
• Complete discounts, and goodwill resolutions whenappropriate.
• Manage and respond to customer-related store emails while partnering with support teams asrequired.
• Maintainaccuraterecords of all customer interactionswithin Service Cloud and other company systems.
• Review and update reports, logs, and case documentation asdirected by leadership.
• Utilize systems including Service Cloud, Commerce Cloud, and D365 Knowledge to support customer resolutions and operational processes.
• Contribute to a positive and collaborative team environment.
• Follow established policies, procedures, and service guidelines to ensure consistency and accuracy.
• Perform other related assignments and duties asrequired.

What You'll Bring;

• 1- 3 years’ retail/customer care experience.
• Bilingual (French/English) with excellent verbal and written communication skills.
• Customer-focused individual who works well in a team environment.
• Highly organised with the ability to manage multiple priorities and adapt in a fast-paced environment.
• Ability to learn new systems and processes quickly.
• Strong customer service, problem-solving, and conflict-resolution skills.
• Ability to communicate professionally and empathetically with customers.
• Strong attention to detail and ability to accurately document customer interactions.
• Comfortable collaborating with cross-functional teams and business partners.
• Working knowledge ofSalesforce (Service Cloud, Commerce Cloud)andMicrosoftD365 Knowledge systems is considered an asset.
• Demonstrates professionalism, accountability, and a commitment to delivering excellent customer experiences.
• College oruniversity education is an asset.