Job Description

Responsabilites:

En tant que representant bilingue du service a la clientele, vous fournirez un service exceptionnel a nos clients, conformement a la mission de Sporting Life Group, sous la responsabilite du directeur du centre d'appels du service a la clientele. Dans le cadre de vos fonctions, vous serez charge de repondre aux questions, de traiter les plaintes et de resoudre les problemes lies a nos produits et services par telephone, courriel, service de clavardage ou autres moyens de communication.

Gerer un grand nombre d'appels entrants et de dossiers dans des delais impartis. Identifier les besoins des clients en ce qui a trait aux commandes en ligne et aux experiences en magasin par courriel (cas) ou par telephone, et fournir des solutions. Consigner toutes les conversations dans la base de donnees ou les documents appropries (selon les besoins). Assurer l'atteinte des indicateurs de performance cles (KPI) specifiques au service a la clientele, qui mesurent la productivite des agents. Resoudre les problemes susceptibles d'entrainer des retards dans les commandes des clients, tels que les adresses erronees. Assurer le suivi avec les fournisseurs de logistique tiers (FedEx et Fleet Optics) en ce qui concerne les retards de livraison des commandes et tout autre probleme de livraison. Communiquer avec les equipes internes si necessaire (ex.: services de marchandisage, expedition et comptabilite). Passer en revue et mettre a jour des registres et des rapports specifiques selon les instructions du directeur du centre d'appels. Maintenir une attitude positive dans ses relations avec les clients, les collegues et les fournisseurs.

Competences requises:

Experience dans la vente au detail ou dans un centre d'appels, comprehension de l'element d'urgence issu des preoccupations des clients. Excellentes aptitudes a la communication ecrite et orale, et a l'ecoute active en francais et en anglais, en adoptant une approche empathique pour identifier les besoins des clients et desamorcer les situations. Personne devouee au service a la clientele qui travaille bien dans un environnement d'equipe. Bonnes competences technologiques et capacite a s'adapter a l'evolution des systemes dans un environnement de centre d'appels, tout en etant tres organise et capable de gerer un grand nombre de dossiers. Competences intermediaires dans l'utilisation des suites Microsoft Office. Familiarite avec un service d'aide a la clientele et avec l'utilisation d'un systeme de messages vocaux et de communications electroniques.

Horaire de travail:

Ce poste requiert une disponibilite entre 7 heures et 20 heures, ainsi que pendant les fins de semaine.

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What you'll Do;

As a Bilingual Customer Care Representative, you will provide exceptional customer service to our customers aligned with our Sporting Life Group Mission Statement, reporting to the Customer Service Manager.

Within this role, you will be responsible for answering questions, handling complaints, and troubleshooting problems with our products and services from customers by phone, email, chat, or other modes of communication.

Manage large amounts of inbound calls and cases in a timely manner Identify customer needs regarding online orders and in-store experiences via email (case) or telephone and provide solutions Keep records of all conversations in the appropriate database or documents (as provided) Responsible for achieving specific help desk Key Performance Indicators (KPIs), which measure agent productivity Resolve issues that may cause delays in customer orders, such as incorrect address Follow-up with third-party logistics providers (FedEx & Fleet Optics) with respect to delays in order deliveries and any other delivery issues with orders Communicate with internal teams as needed (i.e. Merchandising, Shipping and Accounting) Review and update specific Logs and Reports as directed by the Call Centre Manager Maintain a positive attitude when interacting with all customers, co-workers, and vendors

What you'll Bring;

Experience within retail and/or call center experience, understanding the urgency behind customer concerns Excellent written and verbal communication skills and active listening in both French and English, listening empathetically to identify customers' needs and de-escalating situations Customer service-driven individual who works well in a team environment Strong technology skills with the ability to adapt to changing systems for a call center environment while being highly organized and able to manage cases at a volume Intermediate skills in utilizing Microsoft Office suites Familiar with a customer service help desk and responding to customers using voice calls and electronic communication

Shifts;

This position requires availability between the hours of 7 a.m. to 8 p.m. and during the weekends

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Who We Are;



Sporting Life is a leading, iconic Canadian sports lifestyle retailer. Since 1979, we've been committed to providing our customers and their families with the best possible experience--and we are continuously working to improve it every day. We offer the best in outdoor apparel and fashion, footwear, equipment and accessories for men, women and kids. The mix of sport and fashion is what makes us unique.



YOU live for the great Canadian outdoors and take pride in living the Sporting Life. You relish in the exhilarating experience of skiing, snowboarding, cycling, running, tennis, hiking and camping and want to inspire our customers to do the same. You believe in the spirit of team, adapting to the ever changing retail environment, being part of constant innovation and working alongside the best leaders, associates and vendors in the business. We are looking for those who live what we sell every day and who celebrate the love of sport and an active way of living.



Sporting life is a member of the Sporting Life Group, a Fairfax Financial Holdings Limited company, and is a leading Canadian sports lifestyle retail organization comprising iconic banners, Golf Town, Sporting Life and Team Town. Operating from coast to coast, both Golf Town, Sporting Life and Team Town's fleet of stores inspire Canadians to get outside and live an active lifestyle, whether it's playing some of Canada's top golf courses, running through community trails, experiencing the exhilarating feeling of the hills, or any sports activity in between fit for the individual or whole family.



Come work with us! Experience what it's like to work in a fun and engaging environment where you'll be challenged and inspired to contribute to both brands and surrounded by like-minded teams who have a passion for the game of golf, are devoted to outdoor and team activities and sports.