French/English Speaking Contact Centre Representative & GEC Educator
About This Team The Guest Education Centre (GEC) is the contact centre for lululemon and is our vital frontline connection with our guests through a variety of channels in North America. The French/English Bilingual team supports solely our French-speaking guests who reach out needing support. We see 10,000+ interactions per day across 3 channels: phone, live-chat, and email. A day in the life • Deliver world-class guest experience through all GEC channels (phone, live-chat, and email). • Resolve guest concerns and inquiries through connection and empathy. • Be responsible for achieving quality guest interactions, adherence to schedule, and efficiency targets. • Maintain a high level of knowledge on lululemon policies, procedures, and product education. • Multi-task and navigate several programs, by placing orders, setting up returns, communicating programs, and troubleshooting to support our growing ecommerce business. • Participate in ongoing development, career pathway and performance conversations to develop skills that support job performance. • Actively contribute to an inclusive work environment through our Inclusion, Diversity, Equity, & Action (IDEA) initiatives and priorities. Qualifications • Minimum 1 year of customer service experience required. • Contact centre experience considered an asset. • Commitment to completing 2.5 weeks of full-time training and adaptability to learning new applications and systems. • Full professional proficiency in French and English, both verbally and in writing. • Ability to authentically connect with guests and resolve guest inquiries over the phone. • Ability to prioritize and time manage; you can navigate multiple guest conversations at once over live chat. • Intermediate to advanced computer skills; proficiency in Microsoft Office, ability to type 50 wpm, and strong internet navigation. • Responsible and dependable, strong work ethic, able to work independently, and meet availability requirements. • Ability to work on a computer for up to 8 hours/day. Compensation The base pay range for this position is from $17.20 - $23.77 CAD/hour or $16.65-$23.43 USD/hour, subject to location minimums. Base pay varies with market location, knowledge, skills, experience, and internal equity. This position has a target bonus of an additional $2.50 per hour, subject to requirements and company discretion, bringing the total hourly target compensation range to $19.70 - $26.27 CAD/hour or $19.15-$25.93 USD/hour. If you are a successful candidate, being part of our French/English Bilingual team and possessing that extra skillset would add an additional $1 to base compensation. At lululemon, Investing In Our People Is a Top Priority. We believe that when life works, work works. We strive to be the place where inclusive leaders develop and enable all to be well. Our total rewards also include career development, wellbeing, and personal growth opportunities. • Extended health and dental benefits, and mental health plans • Paid time off • Savings and retirement plan matching • Generous employee discount • Fitness & yoga classes • Parenthood top-up • Extensive catalog of development course offerings • People networks, mentorship programs, and leadership series Note: The incentive programs, benefits, and perks have eligibility requirements. The Company reserves the right to alter these offerings at any time without advance notice. Work From Home Requirements • A private, quiet, distraction-free workspace where you can work without interruption. • Reside and work in a province/state where lululemon operates. • Disciplined work ethic – a self-starter able to work independently in a fast-paced environment. • Internet Download Speed of 50 Mbps or greater • Internet Upload Speed of 15 Mbps or greater • Connection latency less than 100ms (ping) • Hardwired ethernet connection; hotspots, dial-up and wireless connectivity are not acceptable. • Desk space for 1 x 24” monitor, mouse, keyboard, and a mini desktop computer. • Minimum: 85 cm (2.75') width and 75 cm (2.5') depth for 1-monitor setup. • Ideal: 120 cm (4') x 75 cm (2.5') for 2 monitors Workplace arrangement North America Remote – Outside reasonable commuting distance to an office site; work is performed from home. Action Required Before starting your application, please take this typing test. Note your score as you will need this to complete your application. This posting is for an existing vacancy. Apply tot his job