YM Inc. was founded on the strength of a single retail store in the heart of downtown Toronto in 1975, under the name Stitches. Today we are one of North America’s leading apparel retailers operating over 600 stores across Canada and the United States under the following banners: Stitches, Urban Planet, Urban Behavior, West 49, Sirens, Siblings, Urban Kids, Suzy Shier, Bluenotes, and Mandee.
The Bilingual Customer Service Support Coordinator is responsible for promoting exceptional customer service within the organization by being an ambassador of our customer service commitment. This role must successfully resolve customer service issues with tact and diplomacy and provide ongoing customer service support to the field.
Duties and Responsibilities
Be an ambassador of customer service and effectively resolve customer service concerns and inquiries in a timely and effective manner, to the satisfaction of the customer
Handle all customer inquiries/concerns/issues with professionalism, at all times and under all circumstances
Accurately document all inquiries/issues/concerns and provide prompt feedback and follow up to all parties involved
Provide ongoing customer service support and feedback to the Operations teams
Clarify and reiterate customer service policies to ensure compliance and effective execution
Manage a customer service tracking system and data base to monitor customer service concerns and identify ongoing issues
Provide a weekly summary update report including number of calls received, nature of the call, resolution initiated
High School education
1+ years of customer service experience
Fluent in both written and spoken French and English
Background in Retail is an asset
Proficient in Microsoft Office
Excellent communication skills including a pleasant and professional telephone manner
Good judgement and decision-making skills
Effective problem solving skills
Well organized and detail oriented
Excellent time management
Adaptable to change
Excellent interpersonal skills
YM Inc. is an equal opportunity employer and encourages applications from qualified individuals. We thank all applicants for their interest: However, only those selected for an interview will be contacted. If chosen to participate in the selection process, accommodations are available upon request. We will consult with the applicant to provide or arrange suitable accommodation in a manner that takes into account the applicant’s accessibility needs.