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French/ English Bilingual Call Center Representative

4 months ago

Houston, United States Tailored Brands Inc Full time

Tailored Brands, Inc. is a leading omni-channel specialty retailer of menswear, including suits and a broad selection of business casual offerings as well as the largest provider of tuxedo rental products in the U.S. and Canada. We operate retail stores in all 50 states and Canada. Our U.S. retail stores are operated under the brand names of Men’s Wearhouse, Jos. A. Bank, Men’s Wearhouse and Tux, and K&G Fashion. Our Canadian stores are operated under the brand name of Moores in ten provinces. Our purpose is we help people love the way they look and feel for their most important moments. We accomplish this by putting customers at the center of every decision, rallying together to achieve common goals, and striving for excellence and continuous improvement. We help fulfill this purpose by valuing differences and knowing they make us better and showing up with courage to always do the right thing. If you want to make a difference, be part of a great team and grow, you might be a perfect fit.

We currently have an exciting opportunity for an enthusiastic, friendly, motivated, service-minded individual to join our team as a French/ English Bilingual Customer Service Representative. The Customer Service Representative will respond to customer contact received via telephone and email, consistently ensuring quality service and compliance with Company contact center processes and procedures. This is an in-office position based at our Houston, TX office.

Key Accountabilities:

  • Provide a consultative relationship with store personnel and customers regarding products, services, and operations

  • Receive and respond to incoming calls, emails, and written correspondence in a timely and professional manner
  • Be an active listener who can show empathy while exemplifying professionalism and a positive attitude, using analytical skills to evaluate conversations and ask questions to clarify needs
  • Consistently provide customer service with courtesy, integrity, and efficiency to meet customer and Company expectations
  • Answer questions and troubleshoot issues in support of retail store employees throughout the U.S. and Canada for all Tailored Brands
  • Establish rapport with customers and provide timely follow-up on unresolved issues
  • Handle and resolve escalated customer issues, making decisions based on customer satisfaction and company profitability while satisfying all team standards of productivity and quality
  • Effectively multitask between a variety of different systems and reference materials to effectively respond to customers in a challenging, fast paced environment where new variables are constantly emerging and business processes are frequently changing
  • Document customer interactions in an accurate, detailed, and timely fashion by maintaining accurate notes in the Customer Relationship Management (CRM) System
  • Follow company policy and best practices in all areas, paying stict attention to the security and protection of sensitive customer information
  • Possess a thorough understanding of the Company's products and services upon completion of requisite in person training
  • Support and educate customers regarding various products and programs
  • Maintain established service levels while providing an exceptional customer service experience
  • Additional duties as required