Customer Care Representative

Company Overview

Brother is a leading provider of home and office equipment, sewing and crafting products, and industrial solutions. With a legacy spanning over 115 years, our brand is renowned for producing award-winning printers, sewing machines, P-touch labelers, and more. Brother Canada was established in 1960, marking over 65 years of operations. Brother Canada is headquartered in Dollard-des-Ormeaux, Quebec and is a wholly owned subsidiary of Brother International Corporation (BIC), based in the United States. BIC is in itself a subsidiary of Brother Industries Limited (BIL), which was founded in 1908 in Nagoya, Japan and operates in more than 30 countries worldwide.

Why Work at Brother?

At Brother Canada, we’re more than a team; we’re a community guided by our culture drivers of Accountability, Authenticity, Excellence, and Boldness. We foster collaboration, growth, and work-life balance through flexible hours, hybrid work options, wellness subsidies, learning and development, recognition programs, and employee discounts. With roots in Montreal since 1960, we embrace continuous improvement and a culture of “Challenging Spirit,” offering stability while delivering a superior customer experience.

Role Overview

If you take pride in building quality connections with the goal of leaving every customer happy, Brother Canada’s Customer Care team is waiting to meet you. Our remote positions focus on providing an exceptional customer experience through troubleshooting and problem solving, all delivered with a smile. If that sounds perfect for you, apply today.

Reporting to the Manager, Customer Care, as a Customer Care Representative (CCR), you will be a trusted front-line remote expert who is empowered to provide solutions and information to existing and potential customers regarding Brother’s full range of products and services driving the customer experience strategy, primarily through live chat. Read below for more info about this exciting opportunity and apply today!

Duties & Responsibilities

Providing solutions, the Brother way!

Primarily via our chat platform (also via phone and other channels), you will handle concurrent chats by actively listening to customers, demonstrating empathy and taking ownership to offer the appropriate product & service solutions to resolve issues from beginning to end and determine the best solution based on the customer issue on the first contact basis.

Leverage your social media expertise (Chat, Facebook, Twitter) to drive customer satisfaction and upsell / cross-sell Brother’s products & services and obtain enrollments to our loyalty program etc.

Keeping up to speed

Successfully complete assigned trainings to increase your knowledge and understanding of all Brother products and services.

Proactively continue to increase your technical expertise and media savviness to drive the customer experience strategy.

Receive frequent coaching sessions from the team lead.

Ensure proper and timely recording of all customer interactions in CRM.

Leverage your continuous improvement mindset to help make improvements.

Follow all company guidelines and policies required in the customer service representative role.

Any other work, duties, projects or ad-hoc requests as assigned.

Experience & Qualifications

Completion of post-secondary education, ideally college degree or equivalent experience.

Strong sense of personal accountability in driving for results.

Strong ability to work autonomously with a proactive approach to enhancing technical skills.

Strong computer skills, with proven technical ability in providing assistance with both hardware and software issues.

Experience in cross-selling and up-selling products and services, effectively enhancing customer loyalty through tailored solutions.

Creative problem solving, anticipating the unexpected and having solutions readily available.

Bilingualism, in both written and spoken French.

Proficiency in both written and spoken English is essential for effective correspondence with clients, suppliers, business partners and colleagues beyond the province of Quebec.

Minimum 3 years of experience preferred in customer care, loyalty, and retention environments.

Typing skills with a minimum speed of 40 words per minute since this is a chat environment.

Previous experience in a chat and social media environment.

Experience in variety of operating systems (PC and Mac).

Additional Details for This Role

100% remote position – Enjoy the freedom of working remotely, ensuring a balanced work-life balance, while maintaining our sense of Brother Community and Team Spirit. #LI-Remote #joinbrothercanada

Important availability requirements :

Must be available to work from Tuesday to Saturday between 9 : 30 a.m. to 5 : 30 p.m.

Possibility of weekend shifts or evening shifts depending on business needs.

Our Benefits

We believe benefits should empower you to thrive at work and beyond. Our health and wellness benefits go beyond the basics, with medical, dental, vision, mental health support, financial advisors, and fitness programs to keep your mind and body in top shape. We’re big believers in recharging your batteries, with flexible vacation, personal days, summer hours, and a company-wide holiday shutdown so you can enjoy real downtime. Our retirement plan helps your savings grow faster with matching contributions and extra perks like a TFSA and mortgage benefits. And because growth fuels success, we invest in you with development programs, from LinkedIn Learning and Brother curated learnings to tuition reimbursement and personalized development plans. But it’s not all work, we love to celebrate! From BBQs to gala nights and our STAR recognition program, your wins get noticed and rewarded. At Brother Canada, we are truly At Your Side, supporting your success every step of the way.

Our Mission, Vision & Culture

Our mission is to live our “at your side” promise to simplify and enrich the lives of our customers, employees, and communities. We aim to be where people and technology meet, providing products and solutions that enhance how people live, work, and create. We look to our strategic culture drivers - accountability, authenticity, boldness, and excellence - to enable us to consistently deliver on our vision, mission, and shared values. These drivers help us shape a culture that empowers the business to succeed.

About Where We Work

Brother Canada’s head office and distribution centre in Montreal’s West Island is at the heart of our operations, housing teams in Marketing, Sales, Customer Experience, HR, IT, Finance, Supply Chain, and more. Our sales office in Mississauga, Ontario, and distribution centre in Richmond, British Columbia, support our coast-to-coast operations. We collaborate across Canada and Brother Americas - always At Your Side.

Equal Opportunity Employer (EOE) Statement

At Brother Canada, we strive to provide an environment where everyone feels valued by respecting individual differences and welcoming diverse life and work styles. We are an equal opportunity employer and do not discriminate or make employment decisions on the basis of race, colour, religion, sex, disability, or any other protected characteristic.

#J-18808-Ljbffr