Bilingual Customer Service Representative

JOOLA; Ontario; On-site; CAD 40,000 - 60,000; Full time

Job summary

An established industry player in sporting goods is on the lookout for a Bilingual Customer Service Representative. This entry-level position is perfect for someone passionate about customer service and fluent in both English and French. You'll be the voice of the company, managing consumer inquiries, processing orders, and ensuring customer satisfaction. Join a dynamic team that values innovation and collaboration, and play a vital role in enhancing the customer experience. If you're ready to make a difference and grow in a supportive environment, this opportunity is for you!

Qualifications

• 1-3 years of customer service experience in a consumer-facing role.
• Strong verbal and written communication skills in both English and French.

Responsibilities

• Manage incoming emails and phone calls from consumers.
• Assist in processing consumer orders and provide order confirmations.
• Address customer complaints efficiently and professionally.

Skills

Bilingual (French and English)

Customer Service

Verbal Communication

Written Communication

Problem Solving

Education

High School Diploma or Equivalent

Tools

Microsoft Office Suite

NetSuite

Salesforce

Job description

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JOOLA is seeking for a Bilingual (French and English) Customer Service Representative that will provide excellent customer service to our consumers.

JOOLA was first established in 1952 and built a global reputation as a pioneer in table tennis. In 2022, JOOLA expanded into the rapidly growing pickleball scene and quickly attracted the biggest names in the sport. As an official table tennis sponsor for three Summer Olympic Games and the official sponsor of pickleball's top athletes and the Professional Pickleball Association (PPA), the team at JOOLA combines its storied expertise with fresh perspectives to bring innovation to both sports. JOOLA creates a variety of equipment, apparel, and accessories for both table tennis and pickleball players, professional and recreational. With offices in the U.S., Germany, Brazil, and China, JOOLA has a global presence and a wide distributor network.

This position manages consumer inquiries through emails, phone lines, and any other consumer-related communication channels. The role includes handling product inquiries, resolving complaints, processing orders, and ensuring that consumers receive timely and accurate information. This position works cross-functionally with other departments to provide seamless service delivery and customer satisfaction.

Responsibilities:

• Consumer Communication: Manage incoming emails and phone calls from consumers, providing timely responses to inquiries related to products, orders, and services.
• Order Processing: Assist in processing consumer orders through multiple communication channels (email, phone, web) and provide order confirmations.
• Complaint Resolution: Address customer complaints professionally and efficiently, ensuring a satisfactory resolution for the consumer while maintaining brand integrity.
• Product Inquiries: Respond to consumer questions about product details, availability, pricing, and shipping information.
• Customer Feedback: Gather consumer feedback and communicate insights to relevant departments to improve products and services.
• Data Management: Accurately document consumer interactions, transactions, and feedback into the customer relationship management (CRM) system.
• Order Follow-up: Monitor and follow up on pending or delayed orders, informing consumers of any changes or delays.
• Cross-Functional Collaboration: Work with internal teams (e.g., logistics, sales, marketing) to ensure timely responses to consumer needs and resolve issues.
• Customer Service Standards: Ensure that all consumer interactions meet company standards for quality and professionalism, maintaining a positive brand image.
• Special Projects: Support the customer service team with special projects as required, contributing to overall process improvement.

Experience:

• High School diploma or equivalent
• 1-3 years of customer service experience, preferably in a consumer-facing role or call center environment.
• Strong verbal and written communication skills, with the ability to communicate clearly and effectively with consumers.
• Proficiency in Microsoft Office Suite (Word, Excel, Outlook) as well as NetSuite
• Experience with CRM software (Salesforce) is a plus
• Fluent in both English and French mandatory ( written and spoken)

Seniority level

• Seniority level

  Entry level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Customer Service

• Industries

  Sporting Goods Manufacturing

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