Bilingual Advisor - Customer Care

Description

THE OPPORTUNITY

At MEC, we believe the transformative power of the outdoors makes us better humans and drives us to do good for the planet. We are here to inspire and support everyone in getting active outside, matching people with gear and advice that instills confidence. We offer more than products; we offer passion for the outdoors. We play with purpose!

Our business model is dependent on impassioned and well-trained outdoor enthusiasts and as such we look for individuals who live our purpose and fit with MEC ethos and lifestyle. If you are that person, we’d love to connect with you. Join us!

Inclusivity at MEC

MEC is an equal opportunity employer and committed to building an inclusive community of staffers. We’re proud to work with our people to create a diverse workplace, where everyone feels like they belong and has the opportunity to be successful. We welcome of all applicants to join our diverse team. Tell us what you need during the hiring process, and we’ll do our best to accommodate you.

About MEC Customer Care Centre

The MEC Customer Care Centre is our vital frontline connection to our customers through a variety of channels in Canada. Our remote staff supports internal and external customers daily through phone, chat, and email.

THE ROLE

Reporting to the Customer Care Team Leader, the Bilingual Advisor/Specialist is critical to supporting members through various channels: email, phone, and chat channels. The role focuses on building strong customer connections by asking probing questions to uncover reasons for their inquiries and providing solutions centred around customer service excellence.

For the ideal candidate, this role offers a dynamic and fast-paced environment that fosters personal growth and development. Your multitasking abilities, critical thinking skills, and flexibility to handle shift work will be honed and enhanced. Your passion for an active lifestyle, product knowledge, and ability to effectively grasp customer needs to deliver personalized solutions will be key to building a strong customer experience and fostering loyalty.

• Support members and customers through various phone, email, and chat channels by addressing their reasons for contact promptly and effectively.
• Offer accurate information about products, services, policies, and procedures while completing proper notes and transactions.
• Establish rapport with customers to foster trust and long-term loyalty.
• Collaborate with stakeholders to find solutions and ensure customer satisfaction.
• Stay up to date with company products, services, and policies to provide accurate information.
• Gather feedback and share insights with relevant teams to improve products, services, and processes.
• Follow company guidelines, policies, and quality standards in delivering customer service excellence.
• Meet or exceed key performance indicators (KPIs) related to customer satisfaction, resolution times, and other metrics.
• Provide genuine and personalized member experience via phones, live chat, email, and any other channel.
• Share product knowledge as we stand for our advice with a rock-solid guarantee.
• Multitasking by navigating through several programs and applications to provide the best solution for our members.
• Support the eCommerce member experience through placing orders, setting up returns, troubleshooting, and driving sales.
• Provide system support and escalate issues to Team Leaders or IT.

THE QUALIFICATIONS

• Flexibility to work various days of the week and during different shifts.
• Full proficiency in English and French.
• Ability to work remotely in Canada (Access to computer with external keyboard, headset and mouse).
• Ability to provide feedback to peers and share knowledge.
• Great communication skills effective and respectful.
• Open to change, calm under pressure, likes to find more effective ways to do things.
• Solution oriented.
• Technically savvy.

THE PERKS

• Work-life flexibility
• Variable annual incentive plan (Eligible participants only)
• Generous annual vacation allotment
• Paid Care time (Wellness/sick)
• Maternity and Parental leave top-up
• Staff Discount and amazing deals straight from vendors
• Top-notch benefit plan
• Retirement Plan, matched contributions up to 6%
• Paid days to pursue outdoor activities and/or volunteer in your community
• Free staff gear rental program
• Access to a learning platform and educational assistance support
• Career development opportunities
• Field experience days, team away days and much, much more

Note: Availability of the benefits and perks may be subject to your location & employment type and may have certain eligibility requirements. MEC reserves the right to alter these benefits and perks in whole or in part at any time without advance notice.

Are you up for your next adventure? We’d love to hear from you!

The Candidate must be able to read and converse in English. Le candidat doit être à l’aise de lire et de converser en anglais.

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