Bilingual (French/English) Customer Service Representative
About The Position
The Ontario Cannabis Store (OCS) is seeking a Bilingual (English & French) Contact Centre Representative (CSR) to join their team. This role serves as the primary point of contact for private recreational cannabis retailers and eCommerce customers, delivering high-quality, customer-focused service across phone, live chat, and email. The CSR will be instrumental in the end-to-end processing of wholesale and retailer orders, including supporting accounts receivable, monitoring order flow, optimizing multi-channel fulfillment, and assisting with fraud and order management reviews, delivery investigations, retailer onboarding, contract maintenance, and quality assurance resolutions. Additionally, the CSR will educate and support customers on product knowledge and responsible cannabis use, proactively manage order issues, and contribute to continuous improvement by tracking KPIs and analyzing customer interaction trends.
Requirements
- Completion of Secondary School preferably in a relevant field
- Bilingualism in English and French
- 2+ years of Customer Service experience (preferably in a call centre environment)
- Experience working in a call center
- Intermediate Microsoft Office skills
- Strong Problem-Solving Skills
- Superior Customer Relationship Skills
Responsibilities
- Build and maintain strong customer relationships by providing responsive support via phone, email, and live chat.
- Manage customer inquiries related to orders, accounts, product availability, and general service, ensuring timely and professional resolutions.
- Support order processing and fulfillment by collaborating with Supply Chain, Account Management, Quality Assurance, and Merchandising teams.
- Proactively monitor and resolve order issues, such as delays, discrepancies, returns, and fraud concerns, escalating complex cases when necessary.
- Maintain accurate CRM records of customer interactions, issues, and solutions.
- Guide customers through returns in alignment with OCS policies and QA standards.
- Facilitate onboarding for new retailers by setting up accounts, uploading required documentation, and coordinating with AGCO, Finance, and Legal.
- Support emerging distribution channels, including Click & Collect, consumption lounges, and same/next-day delivery options.
- Assist with reconciliation of account discrepancies, including shipment and inventory issues.
- Educate customers on product selection, availability, and social responsibility practices.
- Track and analyze customer trends, report KPIs, and provide insights to improve service performance.
- Share customer feedback with internal teams to support continuous improvement efforts.
Benefits
- Bilingual Premium: This position is eligible for a bilingual premium, equivalent to 3.5% of the base salary, in accordance with organizational policy.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
