Bilingual Aftersales Service Representative

Communication - Marketing - Sales
Outdoor apparel
North Vancouver
July 1, 2018
Updated on
August 15, 2018
Valid until

You serve as the key point of contact for all end users regarding returned products, and repair or replacement options while providing a premium level customer service.

Arc’teryx is recognized as a premium technical outdoor apparel manufacturer which offers exceptional customer service and unparalleled warranty coverage. As a Bilingual Aftersales Service Representative, you will provide exceptional service in both English and French by constantly and consistently exceeding the needs of the customer through superior product knowledge and service.

Key Responsibilities and Accountabilities:

You serve as the key point of contact for all end users regarding returned products, and repair or replacement options while providing a premium level customer service

You analyze repair options and gather the appropriate parts necessary for the repair

You respond professionally with a sense of urgency to all customer enquiries and requests

After following the initial training program, you apply the broad knowledge of ordering, service, and repair procedures

You effectively manage work load with consideration of service level requirements

You identify opportunities for improving services and systems we use

You maintain a thorough knowledge of our aftersales procedures and handle returns as they get received

You manage customers’ expectations, resolving their requests, questions, and concerns while analyzing situations to determine best use of resources

You work in close collaboration with the Customer Service team members  

You take on other tasks as required

You are available to work Monday to Friday, regular office hours

Additional Experience, Education and/or Skills (required):

You are fluent in both English and French with highly effective verbal and written communication skills

You have experience using Arc’teryx products or knowledge of products from other outdoor brands

You are proactive and comfortable communicating with customers via phone and email

You have strong organizational, interpersonal, and problem solving skills

You have a strong attention to detail, including accurate data and order entry skills

You are proficient in the use of Microsoft Office

You are proactive in identifying the root cause of issues and developing solutions

You remain highly flexible and adaptable when faced with ambiguity

You are able to balance autonomy and collaboration

You inspire breakthrough thinking and continuous improvement

You seek the best (but sometimes not the easiest) solutions, with an unwavering commitment to do what is right

Your passion for your work is paralleled by your passion for getting outside and living it

Additional Experience, Education and/or Skills (assets):

Ability to speak additional languages

Previous customer service or sales experience, preferably in outdoor retail or similar environment

Interest or involvement in activities that we make products for

Anticipated Contract Dates:

July 16, 2018 – March 29, 2019

August 6, 2018 – March 29, 2019

September 4, 2018 – March 29, 2019