Customer Service Representative (Bilingual - French) at Skechers

Mississauga, Ontario, Canada

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Not SpecifiedCompensation

Junior (1 to 2 years)Experience Level

Full TimeJob Type

UnknownVisa

Retail, Footwear, Apparel, E-commerceIndustries

Requirements

Fluent in English and French (a MUST)
Excellent oral and written communication skills
Prior customer service/consumer affairs experience, preferably in a medium or high-volume contact center environment
Ability to manage multiple priorities
Retail management experience (considered)
Excellent organizational and time management skills
Familiarity with a CRM system, preferably Freshdesk
Experience with Microsoft Office products including Word, Outlook, Excel, and PowerPoint
1-3 years customer service experience in an office environment
Ability to perform essential duties satisfactorily, including physical demands (standing, walking, sitting for long periods, use of hands, reaching, stooping, kneeling, talking/hearing)

Responsibilities

Assist with consumer inquiries received via phone, email, live chat, mail, fax, and social media in a high-volume environment
Ensure quality experience by providing friendly, professional service
Access internal company systems to extract data pertinent to consumer concerns and follow-up accordingly
Utilize Customer Service and web technologies to increase consumer satisfaction
Monitor order and return flow
Create RAs for approved consumer returns and exchanges
Process credits and exchanges for returns to SKECHERS.ca
Assist customers with their SKECHERS Plus membership accounts
Collaborate with SKECHERS Store Managers and District Managers to resolve consumer concerns in-store
Manage the tracking and claims process and settlement
Research and troubleshoot technical issues as needed
Utilize Freshdesk CRM tool to monitor consumer contacts
Provide monthly feedback to upper management regarding incoming consumer contacts and recommendations for improvement
Support SKECHERS ecommerce sales, SKECHERS Plus program, and retail stores
Work as a team player with the Sales Team and Customer Service Team in Canada
Other duties as assigned

Skills

Key technologies and capabilities for this role

Customer ServiceFrenchFreshdeskCRMLive ChatPhone SupportEmail SupportOrder ProcessingReturns ProcessingTroubleshooting

Questions & Answers

Common questions about this position

Is bilingual proficiency required for this role?

Yes, fluency in both English and French is a must for this position.

What customer service experience is needed for this job?

1-3 years of customer service experience in an office environment is required, preferably in a medium or high-volume contact center, with prior experience working directly with consumers.

What technical skills or tools are required?

Familiarity with a CRM system, preferably Freshdesk, and experience with Microsoft Office products including Word, Outlook, Excel, and PowerPoint are required.

Is this a remote position or does it require office work?

This information is not specified in the job description.

What is the salary or compensation for this role?

This information is not specified in the job description.