Position: Bilingual Customer Service Associate (Full Time)
Location: Toronto Office (on-site)
Operating Hours: 8:30AM - 8:30PM (8 hours shift in the operating hours)
Shifts: mid-day, evening, weekends, holidays, open availability preferred
Language Requirements: English/French Bilingual
Promotion Eligibility: Eligibility based on performance evaluations, every 6 months
About UNIQLO
UNIQLO is a brand of Fast Retailing Co. (FR), a global Japanese retail holding company that designs, manufactures and sells clothing under multiple brands including: GU, Theory, Helmut Lang, PLST (Plus T), COMPTOIR DES COTONNIERS, PRINCESSE TAM TAM, and UNIQLO. FR is currently among the world’s top three largest apparel retail companies and UNIQLO, its pillar, is considered Japan’s leading specialty retailer. With an operation spanning over 2300 stores worldwide in more than 25 countries and regions, UNIQLO is driven by its LifeWear concept for ultimate everyday clothes, offering unique products made from high-quality, highly functional materials, at affordable prices. UNIQLO proactively seeks to minimize the environmental impact of our businesses through the development of recycle-oriented products while continuing to offer people all over the world the joy, happiness, and satisfaction of wearing truly great clothes that embody our corporate philosophy: Changing clothes. Changing conventional wisdom. Change the world.
At UNIQLO, we are committed to providing our employees with enriching and challenging opportunities where achievements and personal growth are acknowledged and rewarded. We are dedicated to offering our employees training, performance-based increases, and unlimited growth opportunities. If you are an ambitious, hard-working individual who welcomes new challenges, have a drive for success, and embrace the responsibility of leadership—then you belong at UNIQLO!
How You’ll Contribute:
- Deliver exceptional service and develop lasting relationships with customers via UNIQLO channels for communication - telephone, email and live chats
- Respond to queries related to products, services, processes and policies
- Assist customers with placing orders and navigating our e-commerce site
- Handle and resolve complaints according to established policies and procedures
- Respond to escalated issues in a courteous and professional manner consistent with our customer service philosophy
- Work with supervisor to liaise with retail stores and resolve customer concerns to improve store experience
- Utilize multiple systems and platforms to research and determine best course of solution based on the customers’ needs
- Any additional duties that are necessary due to the evolving needs of the business
What We Are Looking For:
- Ability to provide exceptional customer service through telephone, email, and multiple chat interactions in English and French
- Excellent interpersonal skills and the ability to work well in a team environment
- Excellent oral & written communication skills in English and French
- Strong computer skills and comfort navigating multiple systems simultaneously
- Analytical, problem solving, and probing mindset to identify root cause and improvement opportunities for each interaction
- Ability to quickly learn new software and use multiple systems & platforms
- Ability to adapt to changing demands of the work environment
- Positive attitude and open to constructive criticism and continuous improvement in performance job functions
- Must be punctual and have reliable transportation or commute options
- High level of professionalism and integrity
- Must have availability during evenings, weekends, and holiday hours as directed by business needs
- Some knowledge or awareness of the UNIQLO brand and product
UNIQLO Canada is an equal opportunity employer. UNIQLO Canada encourages applications from all qualified candidates and accommodates person with disabilities. Candidates that are selected for interviews should advise us if they require accommodation.
