Bilingual Escalations Associate

🔥 17 hours ago

🇨🇦 Canada – Remote

💵 $18 / hour

⏰ Full Time

🟢 Junior

🟡 Mid-level

💬 Bilingual

🚫👨‍🎓 No degree required

👻 Ghost score 0%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Best Buy Canada

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 2002

🛒 Retail

🛍️ eCommerce

Retail • eCommerce

Best Buy Canada is a leading retailer offering a wide range of consumer electronics, appliances, and related products. Operating both online and through physical stores, Best Buy Canada provides an extensive selection of items, from technology gadgets like computers and smartphones to home appliances and entertainment systems. The company also offers various support services, including the Geek Squad for tech assistance, trade-in programs, and electronics recycling. Best Buy Canada aims to provide customers with competitive deals, including refurbished and outlet products, and emphasizes customer privacy and personalized shopping experiences through its policies and services.

📋 Description

• Investigate and resolve complex customer escalations through a customer-centric approach • Act as a liaison between customers, stores, distribution centers, delivery partners, and corporate teams to coordinate resolutions • Manage escalated concerns received through customer care, leadership teams, social media, regulatory bodies, and other escalation channels • Conduct root cause analysis and determine appropriate corrective actions • Provide timely, professional, and accurate updates to customers and internal stakeholders • Maintain detailed and accurate case documentation in applicable systems • Monitor and follow up on open cases daily to ensure resolution within established service standards • Collaborate with business partners to develop effective solutions balancing customer needs and business requirements • Identify recurring customer pain points and recommend process improvements • Handle sensitive customer information in accordance with privacy, security, and regulatory requirements

🎯 Requirements

• Bilingual French and English proficiency, verbal and written, required • Minimum 3 years of customer service experience in a fast-paced environment • Minimum 2 years of experience handling customer escalations and complex issue resolution • Strong investigative, analytical, and problem-solving abilities • Exceptional organizational skills with proven follow-up and case management experience • Ability to communicate effectively with customers, senior leadership, and cross-functional teams • Strong attention to detail with accurate documentation and record-keeping skills • Intermediate to advanced proficiency in Microsoft Office applications and case management systems • Ability to work independently, prioritize multiple tasks, and adapt to changing business needs • Post-secondary education in Business Administration, Office Administration, or a related field is considered an asset

🏖️ Benefits

• Employee discounts on tech and appliances • Competitive compensation and benefits • Training programs to build new and transferable skills • Opportunities to expand expertise in customer experience and issue resolution • Workplace prioritizing safety, well-being, and belonging • Inclusive, fun, and supportive team environment