Bilingual Customer Care Representative

The Bilingual Customer Care Representative plays an essential role in growing talent in our business through collaboration and sharing best practices with the Customer Care team. You know how to be curious about opportunities and how to be real with feedback and support.

As a growing business, Lush needs people that can adapt and evolve to the needs of our business, analyse and respond to your learner's needs. Our Lush staff live with purpose, finding their personal value connection with the values of our business, bringing their work and life paths into one holistic journey. #mylushlife

Reporting to the Manager, Customer Care Quality & Escalations, the Bilingual Customer Care Representative undertakes the following RESPONSIBILITIES:

Communicate with customers through various channels, including phone, chat, text, and email

Handle customer feedback and answer questions using trained methods and tools to provide accurate, valid, and complete information

Assist customers with digital orders

Provide information on products

Increase digital conversion through effective recommendations

Investigate lost packages with our transport partners

Process returns

Follow and promote all company policies, guidelines, procedures, and expectations

Maintain the safety and security of customer information

Meet and exceed service levels and departmental goals

You bring the following QUALIFICATIONS:

Required:

Ability to identify and assess customer needs and resolve issues with a customer-firstapproach

Use critical thinking, creativity, and problem-solving skills to provide positive options for resolutions

Exceptional organizational skillswithan impeccableattention to detail

Reliable, consistent attendance, punctual,and dependable

Open availability and flexible to workeveningsandoccasionalweekends,overtime,andholidays

Ability to maintain a positive attitude, remain engaged in your work,and lead byexample

Great teamplayer, as well as self-motivated and proactive

Fluid and flexible to continuous improvement changes within the department

Strong oral and written communication skills with perfect spelling and grammar

Excellent computer skills; ability to navigate multiple screens and programs.

Some retail sales experience preferably in beauty or cosmetics

Written and verbal fluency in French

Preferred:

Post-secondary education

Contact centre experience

Accustomed to working in a highly seasonal, high-pressureenvironment

Note: Please note that the successful candidate can be located remotely within Canada

Thriving with a diverse company culture, celebrating the uniqueness of our staff and committed to inclusion. We are proud to be an equal opportunity employer.

We thank all interested applicants; however, only qualified candidates will be contacted.

Category

Customer Service and Support