Bilingual Customer Service Representative Online Sales Support - Remote

Company Description

At Sleep Country Canada/Dormez-vous? (SCC/DV), we are inspired every day through our purpose to transform lives by awakening Canadians to the power of sleep and our vision to champion sleep as the key to healthier and happier lives, helping everyone achieve better tomorrows through better tonight’s.

Guided by our values – We CARE About People; We WIN Together; We DREAM Big and We DELIVER with Excellence – we are building on our 28-year foundation of taking care of each other and our customers’ sleep needs, with passion and commitment to be the best that we can be. We invest in our sleep ecosystem, innovative products, world-class customer experience, our communities and diverse best-in-class team to be Canada’s leading sleep partner.

We’re looking for a Bilingual Customer Service Representative Online Sales Support to join our growing company and play a key role in our customer experience by ensuring each purchase ends in a smile!

As an associate supporting Customer Service and Online Sales you will:

• Support customers throughout their shopping experience;
• Provide a complete sleep system by understanding customer needs, products such as mattresses, accessories, adjustable bases, etc. and closing the online sale with them.
• Respond to incoming calls, emails and chat requests;
• Respond to various customer inquiries including warranty claims, online order requests and any other related issues;
• Support the online sales team during peak periods such as Boxing Day, Mad Friday, Cyber Monday, etc;
• Meet and exceed call center goals for customer service standards, sales goals, call duration and other objectives;

Qualifications

The Qualifications and Experience we like to see:

• Any post-secondary education is considered an asset
• Ability to problem solve effectively within company policies and guidelines
• A minimum of 2 years’ experience in a sales and/or call center customer service environment
• Tact and diplomacy at all times with internal as well as external customers
• Computer skills and familiarity with programs such as Microsoft Teams, Outlook, PowerPoint, Zoom
• Work in a home environment
• Ability to work in a fast paced environment and deal with a high volume of customer requests
• Problem management skills
• Excellent communication skills in English and French, both written and verbal, is required
• Avid multitasker

Why our CSR love working at Sleep Country Canada/Dormez-vous?:

• Associate Referral Program
• Recognized as one of Canada’s Most Admired Corporate Cultures in 2022 by Waterstone Human Capital
• Long service awards, celebrations and other social events
• Maternity/Parental leave top up benefits
• Diverse and inclusive work environment
• Tuition reimbursement program that covers professional AND personal development
• Access to our in-house learning platform with over 16,000 digital courses taught by industry experts in a variety of languages
• Full medical, dental benefits and a deferred profit sharing program
• Paid day off to volunteer at your local charity of choice
• Associate Discount Program where you will be able to enjoy some of the world’s best sleep products
• This is not a job but a CAREER with opportunities for growth and advancement
• We will invest in you and provide extensive training, mentoring and continuous development
• Annual Wellness Credit for any products/services that improve your health and well-being, ie., health assessments, nutrition counselling, hiking shoes, a yoga outfit or fitness equipment!

Additional Information

Commitment to Equity, Diversity, Inclusion & Belonging (EDI&B)

At SCC/DV, we are committed to building a company culture of inclusion and diversity where differences are embraced and valued, this allows us to better understand and meet the needs of our customers and the communities we serve. We want to ensure every job applicant is treated fairly and with respect regarding race, national or ethnic origin, religion, age, gender, sexual orientation, or disability.

About Sleep Country Canada/Dormez-vous?

Sleep Country is Canada’s leading specialty sleep retailer with a purpose to transform lives by awakening Canadians to the power of sleep. Sleep Country Canada operates under the retailer banners; Sleep Country, Dormez-vous, Endy, Hush and most recently acquired, Silk & Snow. The Company has omnichannel and ecommerce operations including 289 corporate-owned stores and 20 distribution centers warehouses across Canada. Recognized as one of Canada’s Most Admired Corporate Cultures in 2022 by Waterstone Human Capital, Sleep Country is committed to building a company culture of inclusion and diversity where differences are embraced and valued. The Company actively invests in its sleep ecosystem, innovative products, world-class customer experience, communities and its people. For more information about Sleep Country, please visit www.sleepcountry.ca.