Online Customer Service Representative (Bilingual – French)

Date Posted November 12, 2018
  • Department Accounting
  • Location Toronto, ON
  • Job ID 42780

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, Sirens, Siblings, Urban Kids, Suzy Shier, Bluenotes, West 49, Mandee, Annie Sez and Afaze.

The Bilingual E-Commerce Customer Service Representative is responsible for promoting an excellent standard of service and a high level of Customer satisfaction as the ambassador of our E-Commerce Customer Service commitment.

Essential Job Functions

  • Be the Company’s ambassador of Customer Service and effectively respond to and resolve all questions and/or concerns
  • Track, record and prioritize customers support issues based on urgency and impact and work with Management as necessary to expedite resolution of important customer impacting issues
  • Clarify and reiterate Customer Service policies and procedures to ensure compliance and effective execution
  • Manage the order refund process (including partial delivery, missing items, returns and etc.)
  • Communicate with the E-Commerce Fulfillment Team regarding any order discrepancies, missing items, shipping and inventory issues
  • Be the front line of fraud attempts prevention and develop investigation tactics to minimize and mitigate fraud
  • Handle all Customer inquiries/concerns/issues with curtesy and professionalism, at all times and under all circumstances

Minimum requirements

  • High School Diploma or equivalent
  • Bilingual English/French
  • Background in Retail and or Customer Service
  • Proficient in Microsoft Office
  • Exceptional interpersonal and communication skills
  • Effective problem solving skills
  • Team player who works well in a Team oriented environment
  • Able to work independently with minimal supervision
  • Takes initiative with a “can-do attitude” and the desire to “make things happen”
  • Ability to work effectively with speed and urgency in a high productivity environment


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.



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