Bilingual Customer Experience - Contact Centre - 12 Month Contract

The Home Depot; Toronto; On-site; CAD 25,347 - 27,758; Full time

Job summary

The Home Depot in Toronto is looking for a Bilingual Customer Experience Specialist for a 12-month contract. This role emphasizes providing a seamless customer experience through effective communication and project management. You will handle customer inquiries and collaborate with various stakeholders, ensuring an optimal service.

Successful candidates will have a high school diploma and 3–5 years of customer service experience, preferably in call centres. The position offers a flexible, hybrid work arrangement.

Qualifications

• 3–5 years of frontline customer service experience preferred.
• Experience in call centre operations or similar roles.
• Knowledge of SAP ERP and COM is an asset.

Responsibilities

• Respond to and follow up with customers across all channels.
• Take ownership of customer inquiries and resolve tasks efficiently.
• Collaborate with stakeholders to maintain a consistent customer experience.

Skills

Analytical ability

Organizational skills

Time management

Communication skills

Relationship-building

Networking abilities

Education

High school diploma or equivalent

Tools

SAP ERP

COM

Job description

Bilingual Customer Experience - Contact Centre - 12 Month Contract at The Home Depot in Toronto, ON

The Bilingual Customer Experience Specialist’s primary focus is to provide a seamless customer experience by interacting with customers, internal and external partners, and managing expectations across all channels. The role requires high attention to detail, strong organizational skills, and the ability to follow up on matters to own all customer interactions and use feedback to deliver desired outcomes.

Key Responsibilities

• Customer Service: respond to and follow up with customers, stores, service providers, and field teams across all channels to provide an optimal experience.
• Project Management: take ownership of customer inquiries, leverage available resources and tools to resolve tasks efficiently with the least number of touchpoints, continuously cross‑skill and train, support sales retention and recovery processes, and work independently or as part of a team.
• Communication: collaborate with stakeholders to expedite experiences, keep customers informed of inquiry status, and maintain a consistent end‑to‑end customer experience.

Competencies / Skills

• Analytical ability to conceptualize various outcomes.
• Exceptional organizational, time‑management, and follow‑up skills.
• Strong communication, relationship‑building, and networking abilities with internal and external stakeholders.
• Ability to respond positively and decisively to adverse situations, complex issues, and irate customers.

Requirements

• High school diploma or equivalent.
• Minimum 3–5 years of frontline customer service experience preferred; internal candidates must meet tenure and performance requirements.
• Call centre operations or similar experience preferred; knowledge of SAP ERP & COM is an asset.

Travel Requirements

• No travel required.

Physical Requirements

• Requirement to sit at a workstation for the majority of the day, with minimal standing.
• Operating a computer and related technology.

Hybrid Work

Independent work from home is expected, with a work environment that is free from domestic noise and distractions.

Working Conditions

• Sedentary work.
• Flexible schedule requiring daytime, evening, and weekend availability.

Compensation

The pay range for this position is between $18.40 and $20.15 per hour.

Benefits and EEO Statement

Information about benefits and equal employment opportunity statements is available upon request. This position is open to all qualified candidates regardless of race, color, religion, sex, national origin, age, disability, or any other protected status.