Bilingual Customer Service Representative

Here is part of what you will do:

At Staples, we are committed to providing superior quality service and building lasting relationships with our customers. As a Customer Service Representative (CSR), you will play a vital role in our success by effectively responding to customer needs while ensuring no sales opportunities are lost.

Your role will involve creating a climate of trust with our customers by handling their orders and inquiries with empathy, curiosity, and a solution-oriented approach. Your commitment will be to provide comprehensive support in every interaction, aiming to reduce customer effort while maximizing their satisfaction, ensuring smooth experiences. Your contribution is essential in satisfying customers and strengthening their long-term loyalty to the Staples brand.

Specifically, you will need to:

• Propose win-win solutions to customers to optimize benefits for both the customers and Staples.
• Assist our business partners in achieving their goals by facilitating customer interaction with the customer service.
• Accurately process customer orders to ensure flawless delivery. Proactively suggest additional products as a "complete solution."
• Provide solution-oriented information about products, pricing, and availability. Rely on internal product specialists if necessary to support the sales process.
• Inform customers about the status of deliveries and orders. Propose alternative product solutions if timelines do not meet customer needs.
• Provide first-level support for questions and problems related to using E-Way (online ordering platform for customers), including resolving E-way exception errors and processing E-way return requests.
• Encourage customers who are not yet using the online ordering platform to do so, and assist them in accessing the website.
• Handle product or order return requests to enable quick and accurate resolution for the customer. Communicate to customer service management any relevant updates regarding customers, system issues, or any obstacles to delivering exceptional customer service.

Some required qualities:

• High school diploma or equivalent.
• Passionate about customer service, with a customer-centered mindset.
• Bilingual in French and English required.
• Typing proficiency; familiarity with Windows environment.
• Previous experience in customer service.
• Previous experience in a business-to-business environment.

Some benefits you will gain:

• Employee discounts
• Health and dental benefits
• RRSP/DPSP
• Performance bonuses
• Learning and development programs

#MakeAnImpact