Bilingual Customer Service Representative:

About the role

At Marks, we want you to experience an extraordinary career in helping to lead our brand's evolution to be Canada's number one destination for industrial and casual apparel and footwear. As one of Canada's leading apparel retailers, and a valued part of the Canadian Tire family of companies, Mark's stands out for its commitment to comfort, quality and style. Mark's is a leader in product development, innovation and quality through its assortment of industrial apparel, footwear and accessories, with strong private and exclusive brands. Join us, where there's a place for you here. Our Commitment to Diversity, Inclusion and Belonging We are committed to fostering an environment where belonging thrives, and diversity, inclusion and equity are infused into everything we do. We believe in building an organizational culture where people are consistently treated with dignity while respecting individual religion, nationality, gender, race, age, perceived ability, spoken language, sexual orientation, and identification. We are united in our purpose of being here to help make life in Canada better. Accommodations We stand firm in our Core Value that inclusion is a must. We welcome and encourage candidates from equity-seeking groups such as people who identify as racialized, Indigenous, 2SLGBTQIA+, women, people with disabilities, and beyond. Should you require any accommodation in applying for this role, or throughout the interview process, please make them known when contacted and we will work with you to help meet your needs.

Responsibilities

• Provide live customer service to Mark's and L'Équipeur customers, utilizing bilingual proficiency to cater to our diverse customer base.
• Handle high volume of inbound calls and emails, ensuring each interaction is logged and tracked in the customer service database.
• Manage issues to resolution - performing research and investigations to support in resolving customer incidents while communicating directly with customers, corporate business units and store and field teams.
• Clarify product features and benefits to customers, helping them make informed purchasing decisions.
• Inform and advise customers about upcoming or ongoing promotions, ensuring they are aware of opportunities to maximize their savings.
• Provide after-sale assistance to customers, addressing any issues or concerns they may have post-purchase to ensure their satisfaction.
• What you bring
• High School Diploma or equivalent, education in a related field would be considered an asset.
• 1-3 years of direct customer service experience is required.
• Previous retail in-store experience or customer care call center experience is required.
• Candidate must have advance French and English proficiency (both verbal and written )
• Knowledge of online retail or product knowledge in the sporting goods industry.
• Experience with Word, Excel, Outlook, and customer service databases is required.
• Must be able to work evenings and weekends.
• This posting represents an existing vacancy within our organization.
• We may use artificial intelligence tools as part of our recruitment process to assist in the initial screening of resumes. All hiring decisions, including candidate evaluation, selection, and disposition, are made by human recruiters.

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