Summary
Seasonal bilingual (French English) Customer Care Associate supporting E commerce and OMNI operations remotely. Role focuses on resolving client inquiries within SLAs, maintaining brand quality standards, collaborating with cross functional teams, and contributing to reporting and operational tasks under the Customer Care Leader.
Responsibilities
- Resolve client requests and inquiries within established department SLAs and productivity goals
- Process returns, price adjustments, and order modifications for E Comm and OMNI orders
- Log all client inquiries in Zendesk and report system issues and bugs
- Complete daily checks, backup tasks, and weekly reporting as required
- Partner with fulfillment centres, carriers, and stores to ensure timely order shipping and issue resolution
- Assist leadership with coverage, special projects, and client engagement initiatives
- Maintain gift card, return, claim, fulfillment error, and other operational logs
- Identify trends, highlight process efficiencies, and contribute in weekly team meetings
Requirements
- Bilingual in French and English
- Customer service experience in E commerce or retail environments
- Familiarity with Zendesk or similar CRM systems
- Ability to meet productivity SLAs and maintain high customer satisfaction
- Strong communication and collaboration skills with cross functional teams
- Attention to detail for logging and reporting tasks
- Ability to work seasonally and flexibly to support coverage needs
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