Bilingual Escalations Associate

This is a fully remote position, open to applicants in Canada.

📋 Description

• Investigate and resolve intricate customer escalations using a customer-focused approach.

• Serve as a bridge between customers, stores, distribution centers, delivery partners, and corporate teams to facilitate resolutions.

• Address escalated issues received from customer care, leadership teams, social media, regulatory bodies, and other escalation avenues.

• Perform root cause analysis to identify and implement suitable corrective actions.

• Provide timely, professional, and precise updates to customers and internal stakeholders.

• Keep comprehensive and accurate case documentation within relevant systems.

• Track and follow up on open cases daily to guarantee resolution within set service standards.

• Partner with business associates to create effective solutions that balance customer needs with business objectives.

• Recognize recurring customer challenges and suggest process enhancements.

• Manage sensitive customer information in compliance with privacy, security, and regulatory standards.

⛳️ Requirements

• Bilingual proficiency in French and English, both verbal and written, is essential.

• A minimum of 3 years’ experience in customer service within a fast-paced setting.

• At least 2 years of experience in managing customer escalations and resolving complex issues.

• Strong investigative, analytical, and problem-solving skills.

• Exceptional organizational abilities with proven follow-up and case management expertise.

• Capability to communicate effectively with customers, senior leadership, and cross-functional teams.

• Keen attention to detail, with strong documentation and record-keeping skills.

• Intermediate to advanced proficiency in Microsoft Office applications and case management systems.

• Ability to work independently, manage multiple priorities, and adapt to evolving business requirements.

• Post-secondary education in Business Administration, Office Administration, or a related field is an asset.

🏝️ Benefits

• Employee discounts on technology and appliances.

• Competitive salary and benefits package.

• Training programs aimed at developing new and transferable skills.

• Opportunities to enhance expertise in customer experience and issue resolution.

• A workplace that prioritizes safety, well-being, and a sense of belonging.

• An inclusive, enjoyable, and supportive team environment.