Bilingual Customer Service Representative, French - U.S.

Ogden, Utah
Head Office – Customer Service
Job purpose: As a Bilingual Customer Service Representative, you provide an exceptional experience for our consumers by offering expert product knowledge and an authentic, personalized service. You contribute to a dynamic, high performing team committed to both Customer Service and After-Sales support. You engage with our customers through multiple channels, demonstrating an ability to listen actively, communicate effectively and find positive solutions. 

Key responsibilities and accountabilities

    • You respond to customer contacts through multiple channels including phones, email, web reviews and Live Chat
    • You acquire a detailed understanding of Arc’teryx Customer Service and After-Sales procedures, to answer inquiries regarding products, technical features, and repair
    • You create return authorizations and facilitate assessments for items requiring product service
    • You adhere to our service guidelines, ensuring communication is friendly, professional and authentic
    • You manage customers’ expectations, resolving their requests, questions, and concerns, while analyzing situations to determine best use of resources
    • You effectively manage work load with consideration of our department’s service level goals
    • You pursue extensive knowledge of Arc’teryx products, past and present
    • You identify opportunities for improving services and systems we use
    • You take on other tasks as required

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 have highly effective verbal and written communication skills
    • 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 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
    • Assets
    • Ability to speak a second language
    • Previous customer service or sales experience, preferably in outdoor retail or similar
    • Interest or involvement in activities that we make products for
*Open to International applicants