Bilingual Customer Service Representative
Arc’teryx
North Vancouver, BC, Canada
22d ago

Bilingual Customer Service Representative

North Vancouver, BC, CanadaHead Office Customer ServiceFull-timeArc’teryx is recognized as a premium technical outdoor apparel manufacturer which offers exceptional customer service and unparalleled warranty coverage.

As a Bilingual Customer Service Representative, you will provide exceptional service in both English and French by constantly and consistently exceeding the needs of the customer through superior product knowledge and service.

Key responsibilities and accountabilities :

  • You serve as the key point of contact for consumers regarding product, technical, and repair questions
  • You successfully answer an average of 30 calls per day with an AHT (average duration of call) of 5 minutes and provide an 80 / 20 (80% of phone calls within 20 seconds) or better rating on phone service answering rate
  • You respond professionally and promptly to all customer enquiries and requests
  • You proactively manage orders for our B2C business
  • After passing the 30 day training program, you apply the broad knowledge of ordering, service, and repair procedures
  • You effectively manage work load with consideration of service level requirements
  • You identify opportunities for improving services and systems we use
  • You serve as the initial point of contact for all end users on warranty and repairs while providing a premium level customer service (After Sales agents only)
  • You maintain a thorough knowledge of our warranty processes and process an average of 18 Return Authorizations per day (After Sales agents only)
  • You manage customers’ expectations, resolving their requests, questions, and complaints while analyzing situations to determine best use of resources
  • Additional experience, education and / or skills (required) :

  • You are fluent in both English and French with highly effective verbal and written communication skills
  • You have experience using Arc’teryx products or knowledge of products from other outdoor brands
  • You are proactive and comfortable communicating with customers via phone and email
  • You have strong organizational, interpersonal, and problem solving skills
  • You have a strong attention to detail, including accurate data and order entry skills
  • You are proficient in the use of Microsoft Office
  • You are proactive in identifying the root cause of issues and developing solutions
  • You remain highly flexible and adaptable when faced with ambiguity
  • You are able to balance autonomy and collaboration
  • You inspire breakthrough thinking and continuous improvement
  • You seek the best (but sometimes not the easiest) solutions, with an unwavering commitment to do what is right
  • Your passion for your work is paralleled by your passion for getting outside and living it
  • Additional experience, education and / or skills (assets) :

  • Ability to speak additional languages
  • Previous customer service or sales experience, preferably in outdoor retail or similar environment
  • Interest or involvement in activities that we make products for
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