Description
Reporting to the Manager of Customer Care, the Bilingual Customer Care Representative will support Pet Valu’s Devoted Pet Lovers (customers), ACEs (store associates) and internal partners by receiving and responding to inquiries, compliments, and complaints via multiple communication channels such as but not limited to, phone calls, emails, and Social Media.
The Bilingual Customer Care Representative will have excellent communication skills and be able to provide feedback to leadership on improvements to customer service processes, policies, and standards to maintain loyalty and exceed customer expectations at every turn.
Essential Duties and Responsibilities
- Maintain a Safe and Respectful environment.
- Keep confidential information secure at all times .
- Protect the brand at all times.
- Escalate roadblocks standing in the way of exceeding exceptional service .
- Ensure service levels and metrics are achieved or exceeded .
- Communicate with the utmost empathy for our ACEs, DPLs, and internal partners .
- Handle all concerns from multiple sources to ensure Customer Satisfaction.
- Display sympathy for pet loss , injury or illness.
- Share ACE accolades
- Participate and enjoy the memorable moments .
- Participate in weekly team building exercises.
- Stay up to date by completing ongoing learning modules .
- Assist in the ongoing maintenance of knowledge base surrounding polices, procedures, and tools.
- Achieve company SLA’s to ensure speedy responses for ACEs and DPLs
- Learn and use Pet Valu’s ticketing system to ensure accurate data collection and prompt follow-ups.
- Follow standardized responses where applicable.
- Always be on-time for designated shifts that will include a mix of evenings and weekends that support all time zones across Canada .
- Collaborate with other departments to solve complex issues .
- Participate in 1 X 1 session with manager to discuss goals, progress, and career pathing .
Qualifications and Educational Requirements
- Bilingual in French / English required
- High School Graduate; University or College Degree an asset
- 1-3 years’ customer support experience. Ecommerce experiences an asset
- Retail experience
Preferred Skills
- A Team player, as this position will require working with other departments, along with customers, store staff and Franchisees.
- Must possess a friendly and professional attitude with the ability to develop rapport quickly with customers and internal partners.
- Good organizational skills, along with the ability to multi-task multiple priorities
- Attention to detail, and a sense of urgency are required as all customer service inquiries require immediate action.
- Flexible to work rotational evenings, weekends, and Stat holidays.
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