Customer Experience Representative- Bilingual

 Responsibilities

• Monitor and promptly respond to Brick and TransGlobal Service customers through an omnichannel ticketing system on various channels, (including, but not limited to, Facebook, Twitter, email, Google reviews, phone calls, etc). This task requires an eye for detail as each support ticket requires a thorough understanding of where the problem rooted from, so that the proper solutions are presented from the appropriate department/team. The Customer Experience Associate is responsible for ensuring Brick policies and procedures have been followed, positively coaching when it is not, and supporting the teams in coming up with fair and creative solutions.
• Update and maintain online store listings for over 200+ locations (primarily google); phone number, hours of operation, holiday hours, photos, etc. This includes responding to the reviews for all listings.
• Working in Microsoft excel, word document, and power point to create and distribute regular customer experience reporting to various departments and executive members.
• Monitor online orders that have been flagged as potentially fraudulent to understand why these orders have been flagged. This will require direct conversation with the customer to verify their identity and purchase, and the online security team to determine the completion or cancellation of the order based on the findings of the verification process. This includes processing internet change request forms.
• Participate on team projects where assigned.
• Action sales order confirmations and reporting for web sales, drop ship orders, and corporate sales.

 Qualifications

• Impeccable written and verbal English and French language skills.
• Open schedule availability.
• Experience in a retail environment and customer service required.
• Proven ability to stay motivated and positive when dealing with difficult customers.
• Proven track record in customer service, team building, and operational success.
• Excellent communication, interpersonal, and problem-solving skills.

Bilingualism (French, English – oral and written) is required for the frequent interactions with English and French-speaking customers within our stores, colleagues and/or internal partners/suppliers across Canada Être bilingue (français, anglais – parlé et écrit) est nécessaire pour les interactions fréquentes avec les clients anglophones et francophones dans nos magasins, les colègues et/ou les partenaires/fournisseurs internes à travers le Canada Why The Brick? 

• A flexible and comprehensive benefits package, including Health, Dental and Paramedical Services for you and your family
• Competitive remuneration package that will commensurate with experience
• Career progression potential with plenty of access to ongoing personal and professional development
• Employee discounts
• A dynamic environment to showcase your leadership talents.

Apply now  The Brick is committed to fair and accessible employment practices and will accommodate people with disabilities throughout the recruitment, application, and selection process. If you require an accommodation at any stage of the process, please let the hiring manager know or reach out to [email protected]
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