Bilingual Customer Care Representative

Company Description

Join our team to achieve your full career potential! We are proactive, outside the box thinkers and doers who stop at nothing to make the iconic Laura and Melanie Lyne brands shine! Privately owned and based in Laval, Quebec, with a strong vision for innovation and optimizing the employee and client experiences, we continue to help generations of Canadian women to look and feel their best.

As the Customer Care Representative, you will contribute to Laura Canada's success by ensuring a high level of customer satisfaction from Laura and Melanie Lyne customers, focusing on the ultimate customer experience. The ideal candidate has flexible availability during our hours of operation, from 8:00am - 8:00pm and is comfortable handling incoming calls as well as responding to customers by email in both French and English.

How will you support the team?

• Process customers’ orders promptly and efficiently through the phone or by email.
• Escalate technical and service oriented issues using established procedures.
• Respond to customers in accordance with internal policies and procedures while respecting established service level agreements (SLAs).
• Resolve effectively and professionally any concerns or issues.
• Investigate customer complaints to assist in determining service failure.
• Document all inbound technical and service-oriented support calls in a case log system.
• Answer customers’ enquiries relating to in-store customer issues, product availability, online shopping assistance, shipping issues and tracking, promotions, returns, etc.

Qualifications

The people who thrive with us have/are:

• Strong verbal and written communication skills in French and English.
• Team players.
• Weekday and rotational weekend availability.
• Excellent problem-solving and organizational skills.
• 1 year of relevant experience.
• Strong computer skills.
• Empathetic and understanding of the client’s needs.
• Capable of multitasking and learning quickly.

Don't miss this opportunity to join an exceptional team!

Additional Information

Laura Canada is a family-owned retailer housing two iconic women’s fashion apparel brands, Laura and Melanie Lyne. Based in Laval, Quebec, we design, produce, market and sell our fashion collections across Canada. We proudly employ over 2,000 dedicated team members and operate more than 140 retail store locations as well as operating laura.ca and melanielyne.com. We attribute our success to the unwavering commitment of our teams to delivering outstanding customer experiences while embodying our shared values of integrity, respect, teamwork, performance, and passion. We believe that delivering an outstanding customer experience is driven by our commitment to an outstanding employee experience.