Bilingual Customer Service Associate

Summary

Source for Sports is seeking an enthusiastic, organized and highly service-oriented Bilingual Customer Service Associate to join its Marketing team in Burlington, Ontario. Reporting to the Digital & E-Commerce Manager, this full-time role plays an important part in supporting website sales while ensuring customers and Source for Sports retail locations receive responsive, accurate and professional service. The successful candidate will be fully bilingual in French and English and will bring strong written and verbal communication skills, sound judgement and a genuine interest in helping people. This is an ideal opportunity for someone who enjoys solving problems, managing multiple priorities and working in a fast-paced environment where no two days are exactly the same. You will act as a key connection point between customers, stores and the internal e-Commerce team, helping to keep orders moving, resolve issues and ensure a positive brand experience.

This is a hybrid position, working remotely four days per week and from the Burlington office one day per week. The regular schedule is Monday to Friday, with occasional Saturday work required based on business needs.

Responsibilities

Description

• Serve as a primary point of contact for general customer service and website-related inquiries.
• Provide customer service support in both English and French by phone and email.
• Work with internal teams to resolve customer issues and provide timely, accurate communication.
• Support the smooth operation of the website by assisting customers and store teams with order changes, cancellations, refunds, returns, adjustments and related requests.
• Manage customer concerns and complaints professionally and effectively.
• Support store teams with the order management system, related processes and procedures.
• Respond to inquiries regarding product availability.
• Identify opportunities to improve customer service processes and procedures.
• Assist with the onboarding and training of new Customer Service team members.
• Participate in meetings with the Digital & E-Commerce Manager regarding current initiatives and activities.
• Assist with monitoring phone coverage and service levels.
• Participate in the buying process to better understand vendor marketing direction, product launches and key messaging.
• Redirect sponsorship requests to appropriate local stores.
• Support the Chief Marketing Officer and Marketing team with translation requests.
• Complete other related duties as required.

Requirements

Requirements

• Fluency in written and spoken French and English.
• 1-2 years of customer service experience is considered an asset.
• Post-secondary degree, diploma or certificate in a related field, or equivalent practical experience.
• Strong written and verbal communication skills with excellent grammar and spelling in both languages.
• Strong interpersonal skills and the ability to communicate confidently and respectfully, including during difficult or conflict-based situations.
• Ability to work independently while also contributing effectively within a collaborative team environment.
• Strong organizational skills with the ability to manage multiple priorities and deadlines.
• Strong problem-solving and analytical abilities.
• Proficiency with Microsoft Office.
• Ability to work effectively with marketing, internal cross-functional teams, store staff and store owners.
• Strong attention to detail.
• Interest in e-Commerce and sporting goods is considered an asset.