Bi-Lingual Customer Service Representative

As a Customer Service Representative supporting our House of Rohl portfolio of luxury brands, you will play an important role in delivering exceptional customer experiences and building strong customer relationships. In this role, you will provide high-quality support to customers by managing inbound calls and emails related to product inquiries, troubleshooting assistance, and warranty support in a fast-paced contact center environment.

We value individuals who can Think Fast, responding thoughtfully and efficiently to customer needs while navigating multiple priorities; Work It Together, collaborating with teammates and cross-functional partners to deliver seamless customer experiences; and Make the Hard Call, using sound judgment to resolve customer concerns with professionalism, empathy, and care.

POSITION LOCATION: This position is fully remote with preference to candidates located in Ontario, New Brunswick, and Alberta provinces.

WORKING HOURS: Our contact center operates Monday–Friday from 9:00 a.m.–7:00 p.m. EST. Bilingual French Canadian / English required.

COMPENSATION: Starting pay for this position is $24.50 CAD per hour.

What you will be doing

• Luxury Consumer Experience: Deliver an exceptional consumer experience for luxury products that fosters positive, unsolicited “word of mouth” promotion for House of Rohl products.
• Product and Technical Support: Handle inbound consumer calls to troubleshoot and resolve product or technical issues. Identify the root cause of issues and communicate the most effective solutions, ensuring consumer satisfaction.
• Technical Documentation: Ability to read and interpret technical drawings and documentation for the purpose of resolving diagnosis, repair, and installation questions.
• Leverage Technology for Support: Utilize available technology to assist consumers in identifying products, explaining resolutions, and providing technical guidance on installation, repair, and the use of service kits or products.
• Resolve Sensitive Issues: Manage challenging or sensitive consumer situations with professionalism, working towards solutions that benefit both the consumer and House of Rohl.
• Maintain Professionalism: Ensure composure and professionalism in all interactions, even in high pressure or complex situations.
• Meet Performance Standards: Consistently achieve daily targets related to call quality, call management, productivity, and adherence to operational processes and procedures.
• Accurate Record Keeping: Document consumer demographics, product details, and troubleshooting steps accurately as required by company protocols.
• Adaptability and Flexibility: Perform additional duties or special assignments as needed to support team goals and operational requirements.