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Customer Service Rep - English & French

Customer Experience – North Saanich, British Columbia
Department Customer Experience
Employment Type 1.00
Minimum Experience Mid-level

Are you a  fully bilingual, enthusiast who loves talking to people? Do you get a rush from giving delightful, over-the-top customer service and wowing people with your passion for making sometimes complex situations simple to resolve? Have we got a team for you! Our Customer Experience Team is best in class, and we have room for you! This is a full-time position working out of our North Saanich Office.

As a Bilingual Customer Experience Representative (BCER), you will be responsible for answering inquiries from our amazing Consultants and customers through various communication channels in English and French.  You will be able to work within our systems & processes to support Consultants and customers while being proactive in anticipating their needs.  You adapt well to changing details in real time, and enjoy hustling during occasional periods of higher volume. As a BCER, you love to help people find positive solutions by providing them with viable options. Your friendly personality is a constant in all interactions as you positively represent our company and our mission to inspire clean eating..

Key Responsibilities:

  • Answer all incoming inquiries from our Consultants and customers through phone, chat and email support and follow-up in a professional manner in English and French
  • Exude a positive, solution-oriented, and enthusiastic energy in all your interactions
  • Process orders for missing or damaged product
  • Be of service by providing information on Epicure promotions, sales, incentives, and other important changes so you can provide the best service required by Consultants
  • Understand and communicate Epicure’s policies to our Consultants
  • Monitor Facebook pages and provide timely responses that align with Epicure’s language
  • Process internal product orders for Home Team members and departments
  • Work in alignment with departmental processes in the execution of your duties according to the priorities of the day
  • Occasionally provide evening/weekend support on the last day of the month to support month-end, or to assist in dealing with high volume during peak periods
  • Be of service to your Team
  • Participate in other duties as may be required from time to time  

Education & Experience:

  • Experience in customer service, hospitality or call center environments in a fast paced, high growth company preferred
  • Familiarity with the Direct Selling industry is a plus
  • Post-secondary education in Business Administration, Communications, Journalism or related field is an asset, but not required
  • Outbound sales call center experience is an asset
  • An inherent ability to work towards solutions and solve problems with creative solutions to ensure Consultant happiness
  • Ability to collaborate and effectively communicate
  • Exceptional written and verbal communication skills
  • Ability to communicate change in a way that is not scary
  • Comfortable with Microsoft Office suite
  • Familiarity with social media, particularly Facebook, is an asset
  • Ability to stay calm under pressure
  • High tolerance for ambiguity and change
  • You understand the impacts and ripple effects of your advice
Thank You
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  • Location
    North Saanich, British Columbia
  • Department
    Customer Experience
  • Employment Type
  • Minimum Experience
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