Bilingual Customer Care Representative (EN/FR)

Who We Are;

Golf Town is a proudly Canadian golf superstore. From drivers and irons to apparel, footwear, and accessories, we offer the best gear and custom fitting services to help golfers play their best since 1999.

As part of Sporting Life Group, alongside Sporting Life and Team Town, we are dedicated to sharing our passion and growing the game.

Why Work Here?

• Access to our benefits package, with the choice of different levels of health, dental, and vision coverage to suit you.
• Employee discounts at Golf Town, Sporting Life, and Team Town Sports that are shareable with friends and family.
• Team-first culture that celebrates an active, sports lifestyle.
• Fun, fast-paced hybrid environment where your passion for sport and style belongs.
• Vendor Pro Deals and expert product training to fuel your knowledge and performance.
• An hourly rate of $24.00 - $25.00 (dependent on experience), bonus, and opportunities to grow your career in the sports lifestyle.

What You'll Do; 

As a Bilingual Customer Care Representative (FR/EN) with Golf Town, you will deliver an exceptional customer experience by providing timely, accurate, and professional support through email and case management in both French and English.

In this role, you will assist customers with inquiries about orders, returns, gift cards, product information, warranties, and online shopping experience. You will work collaboratively with internal store support centre (SSC) teams, stores and the wider Customer Care team to help resolve customer concerns, support operational processes, and maintain high service standards across all customer touchpoints.

• Provide exceptional Customer Care as per the Sporting Life Group Mission Statement.  
• Manage inbound customer cases and email communication in a timely and professional manner.
• Support departmental KPI performance including First Response Time (FRT), Average Handling Time (AHT), productivity, quality standards, and timely case resolution. 
• Respond to customer inquiries related to online orders, returns, exchanges, carrier issues, promotions and product support.
• Investigate and resolve customer issues that may impact order fulfillment or delivery.
• Resolve customer concerns by identifying solutions and escalating issues when required.
• Complete discounts, and goodwill resolutions when appropriate. 
• Manage and respond to customer-related store emails while partnering with support teams as required. 
• Maintain accurate records of all customer interactions within Service Cloud and other company systems. 
• Review and update reports, logs, and case documentation as directed by leadership. 
• Utilize systems including Service Cloud, Commerce Cloud, and D365 Knowledge to support customer resolutions and operational processes. 
• Contribute to a positive and collaborative team environment.
• Follow established policies, procedures, and service guidelines to ensure consistency and accuracy.
• Perform other related assignments and duties as required.  

What You'll Bring;

• 1- 3 years’ retail/customer care experience.
• Bilingual (French/English) with excellent verbal and written communication skills.  
• Customer-focused individual who works well in a team environment.
• Highly organised with the ability to manage multiple priorities and adapt in a fast-paced environment. 
• Ability to learn new systems and processes quickly.
• Strong customer service, problem-solving, and conflict-resolution skills.
• Ability to communicate professionally and empathetically with customers.
• Strong attention to detail and ability to accurately document customer interactions.
• Comfortable collaborating with cross-functional teams and business partners. 
• Working knowledge of Salesforce (Service Cloud, Commerce Cloud) and Microsoft D365 Knowledge systems is considered an asset. 
• Demonstrates professionalism, accountability, and a commitment to delivering excellent customer experiences. 
• College or university education is an asset.

AI is used as part of our application review process to assist in screening and assessment. All applications are also reviewed by our recruitment team.

This posting is for an open existing role in our organisation.

Golf Town Limited is an equal opportunity employer and committed to providing accommodations for persons with disabilities. In accordance with the Accessibility for Ontarians with Disabilities Act, please advise the Golf Town Human Resources team of any accommodations required to ensure fair and equitable access through the recruitment and selection process.