Bilingual (French/English) Guest Services Representative - Seasonal

Arc'teryx Equipment is a company that values inclusivity and exceptional guest experiences. They are seeking a Bilingual Guest Services Representative for a seasonal position, responsible for providing customer service in both French and English, addressing inquiries about products, and ensuring guest satisfaction through various communication channels.

Responsibilities

• Providing bilingual customer service support by interacting with guests in both French and English across multiple channels, including verbally over the phone and in writing through email, web reviews, and live chat
• Utilizing a detailed understanding of Arc’teryx Guest Services and After-Sales procedures to answer inquiries regarding products, technical features, and repair
• Effectively managing your workload with consideration of our department’s service level goals
• Achieving and exceeding established performance targets, with a focus on quality of service and efficiency, while maintaining professionalism and empathy with guests
• Processing manual orders with care and accuracy, while supporting guests through sometimes more complex solutions
• Providing high-quality, guest-centric interactions and being open to coaching and feedback to support personal and team growth
• Taking ownership of guest concerns from start to finish, ensuring timely follow-up and resolution
• Other duties as required

Skills

• You are able to read, write, fluently speak and understand both the French and English language, and communicate with guests confidently and clearly in either language
• You have knowledge of or experience using Arc'teryx products or other outdoor brand products
• You have highly effective verbal and written communication skills
• You are able to read, write, fluently speak and understand the English language
• 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 comfortable with change, and able to switch to other tasks or business areas as needed when business demands shift
• 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

Benefits

• Extended health, dental, and vision coverage, including mental health support, fertility benefits, gender-affirming care and a 24/7 Employee Assistance Program (EAP).
• RRSP matching and eligibility for Arc'teryx Annual Incentive Plan and access to Employee Stock Purchase program (ESPP) where applicable.
• Paid time off, wellness time, and No Wasted Day program (dedicated paid days to get outside & explore).
• Parental leave top-up and a nesting period for new parents.
• Professional development opportunities, Arc'teryx Academies (outdoor skill-building events), Employee Belonging Councils, and access to employee discounts and Pro Deals (exclusive discounted pricing on gear).

Company Overview