Customer Care Analyst (Bilingual French/English)

SYNNEX; Mississauga; On-site; CAD 40,000 - 60,000; Full time

Job summary

An established industry player is looking for a detail-oriented Customer Care Analyst to join their dynamic team. This role is perfect for someone who thrives in a fast-paced environment and possesses strong communication skills. You will be responsible for resolving customer inquiries, managing return authorizations, and collaborating with various departments to ensure customer satisfaction. With a focus on teamwork and a commitment to excellence, this position offers opportunities for professional growth and development. If you are passionate about customer service and eager to make a difference, this could be your ideal role.

Benefits

Elective Benefits

Career Development Programs

Life Empowerment Assistance Program

Diversity and Inclusion Initiatives

Community Engagement Opportunities

Qualifications

• 1-2 years of customer service experience required.
• Fluent in French and English, both written and verbal.

Responsibilities

• Resolve customer inquiries related to return authorizations.
• Handle a high volume of inbound calls and email requests.
• Collaborate with internal departments to resolve issues.

Skills

Customer Service

Bilingual (French and English)

Communication Skills

Problem-Solving Skills

Multi-tasking

Education

High School Diploma

Tools

MS Office (Word, Excel, Outlook)

Job description

About the Role:

We are seeking a Customer Care Analyst who is detail-oriented, hands-on, and results-driven. This role requires excellent communication skills and a strong work ethic to thrive in a dynamic, fast-paced, and energetic environment. Your responsibilities will include resolving customer inquiries related to return authorizations, and addressing issues with shorts, damaged, or lost shipments. You will conduct research as needed to ensure prompt resolution based on our policies and procedures. We value teamwork and are looking for someone with 1 to 2 years of prior customer service experience who excels in a collaborative setting.

What You’ll Do:

• Issue Return Authorization numbers (RAs) for products purchased from TD SYNNEX within Return Policy Guidelines.
• Handle a high volume of inbound calls from customers (25 – 50 daily).
• Manage large volumes of faxes and email requests.
• Follow procedures to seek approval on customer RA requests that are “out of policy.”
• Collaborate with various internal departments (RA Receiving, Traffic, Inventory Control, Buyers, Product Management, Financial Services, Sales) and external vendors to research and resolve issues.
• Deliver on response commitments to customers, ensuring fax requests are handled within 48 hours and customer messages are addressed the same day.
• Answer customer queries on a variety of transactions, including order status, return credits, account balances, product availability and pricing, and vendor warranties.
• Research and resolve customer problems, such as shipping discrepancies and tracer requests, and handle credit and debit reconciliations as needed.
• Monitor returns on customer accounts and develop rapport with contacts.
• Work effectively within a large team.
• Adhere to established health and safety measures and practices, and report workplace hazards and any violations of relevant legislation.

What We’re Looking For:

• Bilingual: Fluent in French and English (written and verbal).
• Minimum completion of a high school diploma, with 1 to 2 years of prior experience in a customer service role.
• Professional phone manner.
• Strong verbal and written communication skills.
• Ability to multi-task and prioritize effectively.
• Proficiency in MS Office (Word, Excel, Outlook).
• Previous experience in a similar role is preferred.
• Strong problem-solving skills.
• Knowledge of computer products is an asset.
• Working in a busy, high-volume transaction environment.

What’s In It For You?

• Elective Benefits: Our programs are tailored to your country to best accommodate your lifestyle.
• Grow Your Career: Accelerate your path to success (and keep up with the future) with formal programs on leadership and professional development, and many more on-demand courses.
• Elevate Your Personal Well-Being: Boost your financial, physical, and mental well-being through seminars, events, and our global Life Empowerment Assistance Program.
• Diversity, Equity & Inclusion: It’s not just a phrase to us; valuing every voice is how we succeed. Join us in celebrating our global diversity through inclusive education, meaningful peer-to-peer conversations, and equitable growth and development opportunities.
• Make the Most of our Global Organization: Network with other new co-workers within your first 30 days through our onboarding program.
• Connect with Your Community: Participate in internal, peer-led inclusive communities and activities, including business resource groups, local volunteering events, and more environmental and social initiatives.

Don’t meet every single requirement? Apply anyway.

At TD SYNNEX, we’re proud to be recognized as a great place to work and a leader in the promotion and practice of diversity, equity and inclusion. If you’re excited about working for our company and believe you’re a good fit for this role, we encourage you to apply. You may be exactly the person we’re looking for!