Bilingual Customer Care Team Lead - Flexible Hours

M&M Food Market; Mississauga; On-site; CAD 60,000 - 80,000; Full time

Job summary

A leading Canadian grocery retailer is looking for a Team Lead in Customer Care to enhance customer experience, manage inquiries, and support team performance. The ideal candidate should have over 4 years of customer service experience, including team management, and be bilingual in English and French. This role requires excellent communication skills and the ability to handle escalated customer issues effectively. Competitive benefits and flexible work options are offered.

Benefits

Competitive benefits

Flexible work options

Employee discounts at various gas stations

Qualifications

• 4+ years of customer service experience, including team management.
• Proficiency in French and English, both written and spoken.
• Experience with franchise-based customer care.

Responsibilities

• Lead and support Customer Care agents during peak times.
• Resolve customer inquiries and manage escalations.
• Design training material for customer service team.

Skills

Excellent written and verbal communication skills

Bilingual (French / English)

Strong problem-solving skills

Ability to work independently

Strong interpersonal skills

Ability to handle confidential information

Self-starter with organizational skills

Education

4+ years in customer service

2+ years in a management role

Tools

Microsoft Office Suite

Zendesk

CRM products

Job description

A leading Canadian grocery retailer is looking for a Team Lead in Customer Care to enhance customer experience, manage inquiries, and support team performance. The ideal candidate should have over 4 years of customer service experience, including team management, and be bilingual in English and French. This role requires excellent communication skills and the ability to handle escalated customer issues effectively. Competitive benefits and flexible work options are offered.