We are looking for a French speaking people person who enjoys solving problems and developing customer relationships to help support our Canadian consumers. You will interact with consumers in a welcoming and knowledgeable manner by phone, email, and social media. Our team provides feedback to departments throughout the company, directly impacting business goals. This is a great opportunity if you enjoy interacting with people and working in a team environment.
Respond to questions, comments, compliments and complaints via phone, email, and social media.
Provide personalized, professional, and empathetic service using proactive problem solving.
Maintain internal consumer database.
Serve as an internal advocate for consumers and provide feedback to other departments within the company.
Have a complete and thorough understanding of product and policies in order to assist stores and provide direction to consumers.
Assist other departments for any follow up items that involve our consumer.
Be available to assist other team members or Reception as warranted.
Highlight regularly any occurring consumer issues to help improve customer service
Maintain high standard of service via Stella quality surveys and departmental KPIs
Bilingual French required
Bachelor Degree preferred
Understanding of Clarks Policies
Strong writing & vocabulary skills
2 years previous contact center experience preferred
Previous service or retail experience
Provide quick uninterrupted service
Ability to control emotional levels to ensure the customer experience is always positive
Ability to multitask between multiple computer systems. Also proficient in Word, Excel & Outlook
Use of effective listening techniques such as paraphrasing and using open ended questions to lead conversation to details or issue
Ability to understand, assess the situation and provide a clear & concise resolution