Représentant(e) bilingue du service à la clientèle (français/anglais)
About The Position
Sporting Life is a proudly Canadian sports lifestyle brand, inspiring people to live, enjoy, and enable the sporting life since 1979. From skiing and running to biking and tennis, we offer the best gear for those who live an active lifestyle. As part of Sporting Life Group, alongside Golf Town and Team Town, we blend sport and style to help Canadians get outside and keep moving. As a Bilingual Customer Care Representative (FR/EN) with Sporting Life, you will deliver an exceptional customer experience by providing timely, accurate, and professional support through email and case management in both French and English. In this role, you will assist customers with inquiries about orders, returns, gift cards, product information, warranties, and online shopping experience. You will work collaboratively with internal store support centre (SSC) teams, stores and the wider Customer Care team to help resolve customer concerns, support operational processes, and maintain high service standards across all customer touchpoints.
Requirements
- 1 – 3 years’ retail/customer care experience.
- Bilingual (French/English) with excellent verbal and written communication skills.
- Customer-focused individual who works well in a team environment.
- Highly organised with the ability to manage multiple priorities and adapt in a fast-paced environment.
- Ability to learn new systems and processes quickly.
- Strong customer service, problem-solving, and conflict-resolution skills.
- Ability to communicate professionally and empathetically with customers.
- Strong attention to detail and ability to accurately document customer interactions.
- Comfortable collaborating with cross-functional teams and business partners.
- Demonstrates professionalism, accountability, and a commitment to delivering excellent customer experiences.
Nice To Haves
- Working knowledge of Salesforce (Service Cloud, Commerce Cloud) and Microsoft D365 Knowledge systems is considered an asset.
- College or university education is an asset.
Responsibilities
- Provide exceptional Customer Care as per the Sporting Life Group Mission Statement.
- Manage inbound customer cases and email communication in a timely and professional manner.
- Support departmental KPI performance including First Response Time (FRT), Average Handling Time (AHT), productivity, quality standards, and timely case resolution.
- Respond to customer inquiries related to online orders, returns, exchanges, carrier issues, promotions and product support.
- Investigate and resolve customer issues that may impact order fulfillment or delivery.
- Resolve customer concerns by identifying solutions and escalating issues when required.
- Complete discounts, and goodwill resolutions when appropriate.
- Manage and respond to customer-related store emails while partnering with support teams as required.
- Maintain accurate records of all customer interactions within Service Cloud and other company systems.
- Review and update reports, logs, and case documentation as directed by leadership.
- Utilize systems including Service Cloud, Commerce Cloud, and D365 Knowledge to support customer resolutions and operational processes.
- Contribute to a positive and collaborative team environment.
- Follow established policies, procedures, and service guidelines to ensure consistency and accuracy.
- Perform other related assignments and duties as required.
Benefits
- Access to our benefits package, with the choice of different levels of health, dental, and vision coverage to suit you.
- Employee discounts at Golf Town, Sporting Life, and Team Town Sports that are shareable with friends and family.
- An hourly rate of $24.00 - $25.00 (dependent on experience), bonus, and opportunities to grow your career in the sports lifestyle.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
