Customer Service Representative (Bilingual - French)

SKECHERS; Mississauga; On-site; CAD 40,000 - 55,000; Full time

Job summary

A leading footwear company located in Mississauga is looking for a Bilingual Customer Service Representative. This role involves assisting customers with inquiries, supporting ecommerce sales, and collaborating with store teams. Ideal candidates have fluent English and French communication skills, as well as prior customer service experience. Join a dynamic team dedicated to providing excellent service in a fast-paced environment.

Qualifications

• Fluent in English and French is a MUST.
• Prior customer service experience in a contact center environment.
• Retail management experience would also be considered.

Responsibilities

• Assist with consumer inquiries via phone, email, and chat.
• Ensure quality service and monitor order and return flow.
• Collaborate with store managers to resolve consumer concerns.

Skills

Fluent in English

Fluent in French

Excellent oral and written communication skills

Ability to manage multiple priorities

Education

1-3 years customer service experience in an office environment

Tools

Familiarity with Freshdesk

Experience with Microsoft Office products

Job description

Headquartered in Southern California, Skechers-the Comfort Technology Company-has spent over 30 years helping men, women, and kids everywhere look and feel good. Comfort innovation is at the core of everything we do, driving the development of stylish, high-quality products at a great value.

The Bilingual Customer Service Representative provides excellent customer service to customers by placing orders, answering questions and resolving concerns. CSR will also work as a team player with the Sales Team and rest of Customer Service Team in Canada.

You will support the activities associated with SKECHERS ecommerce sales, SKECHERS Plus program, support SKECHERS retail stores and provide service to consumers. Will also work as a team player with the Sales Team and rest of Customer Service Team in Canada.

Essential Job Results

• Assist with consumer inquiries received via phone, email, live chat, mail, fax and social media in a high-volume environment.
• Ensure quality experience by providing friendly, professional service.
• Access internal company systems to extract data pertinent to consumer concerns and follow-up with the consumer accordingly.
• Utilize Customer Service and web technologies to increase consumer satisfaction.
• Monitor order and return flow.
• Create RAs for approved consumer returns and exchanges.
• Process credits and exchanges for returns to SKECHERS.ca.
• Assist customers with their SKECHERS Plus membership accounts
• Collaborate with SKECHERS Store Managers and District Managers to resolve consumer concerns in-store.
• Manage the tracking and claims process and settlement.
• Research and troubleshoot technical issues as needed.
• Utilize Freshdesk CRM tool to monitor consumer contacts.
• Provide monthly feedback to upper management regarding incoming consumer contacts and provide recommendations on how to improve moving forward.
• Any other duties that arise from time to time.

Job Requirements

• Fluent in English French is a MUST.
• Excellent oral and written communication skills.
• Prior customer service/consumer affairs experience, preferably working directly with consumers in a medium or high-volume contact center environment.
• Ability to manage multiple priorities.
• Retail management experience would also be considered.

Education and Experience

• Excellent organizational and time management skills.
• Familiarity with a CRM system, preferably Freshdesk.
• Experience with Microsoft Office products including Word, Outlook, Excel and PowerPoint.
• 1-3 years customer service experience in an office environment.

Skechers is an equal opportunity employer and, as such, Skechers is committed to providing equal employment opportunities to all applicants and employees. Skechers employs and treats any and all applicants and employees on the basis of merit, qualifications, and competence.