Cara Operations

  • Bilingual Call Centre Representatives, Guest Experience

    Bilingual Guest Experience Consultant                                                                                                    Department: Call Centre Hours: 20-30 hours per week Job Specifics: Part-Time, Hourly Position   Overview As a Bilingual Guest Experience Consultant, you are the face of our Call Centre.  Your role will be to ensure all contacts offer the best experience to our guests.  You will assist our department achieve our objectives and goals by: placing error free orders, quickly and efficiently; solving the concerns of our guests in the fastest and most effective way possible; answering all questions knowledgably; and providing prompt, professional, innovative and courteous service on all contacts.     Major Responsibilities - Answer inbound Guest calls - Process external customer orders by phone - Log all guest complaints effectively and efficiently - Respond to and resolve questions and complaints regarding guest ordering and dining experiences - Resolve guest complaints according to established guidelines - Support guests throughout their contact with the company - Seize all opportunities to increase sales and develop the business - Ensure accuracy of all orders and complaints - Knowledge of all menu and promotional offers - Build guest loyalty by providing an exceptional contact - Provide timely actions and follow-up to guests and Brand partners - Interact with all Brand partners (including, Restaurant Associates and Home Office), in a courteous and competent manner - Compliance with all operational requirements - Performs other duties as assigned Competencies - Excellent communication, organizational, analytical and time management skills - Proactive and goal-oriented individual who enjoys working with people - Adaptability - Excellent customer service skills - Excellent team work skills - Results and process oriented - Strong problem-solving skills - Ability to work under pressure and as a part of a team in a fast paced environment - Ability to multi-task - Proficiency in MS office applications - Punctual and reliable       Key Challenges - Keeping up with a fast paced environment - Defusing and ‘winning back’ irate guests - Maintaining a positive Brand image at all times - Keeping up to date on all menu and Brand information Job Requirements - Must be willing to work flexible hours - Required to work evenings, with shifts starting between 3pm to 5pm - Flexibility to work later shifts, ending between 10pm and 2am - Must be able to work on Mother’s Day, Father’s Day and Valentine’s Day, and other ‘black-out’ periods as communicated - Required to be available to work a minimum of 15 hours a week or two shifts - Must be able to work two of the three weekend, evening shifts – i.e. Friday/Saturday, Friday/Sunday or Saturday/Sunday, weekly - Flexibility to take on additional shifts as needed   Qualifications - High school diploma or higher preferred - 2 years sales and customer service experience (over the phone) an asset - Retail experience an asset - Restaurant experience an asset - Fluency in French (written/spoken) an asset What we offer you - A welcoming, fun and safe work environment - A workplace founded on respect - Opportunities to be a valuable member of a close-knit team - A strong and effective training program - A supporting and encouraging Leadership team - Potential for personal development - Career opportunities within a leading Canadian Company Interested candidates send their resume to cchr@cara.com.  Only selected candidates will be contacted.
    Brand
    Home Office
    Job ID
    2019-6015
    Primary Location
    CA-ON-Scarborough
    Job Type
    Full Time
    Career Level
    Entry Level, Student
    Years of Experience
    <1
    Posted Date
    1/11/2019
    Job Industry
    Hospitality, Restaurant and Food Services, Retail Head Office and Warehouse
  • Overview

    Bilingual Guest Experience Consultant                                                        

                                                

    Department: Call Centre

    Hours: 20-30 hours per week

    Job Specifics: Part-Time, Hourly Position

     

    Overview

    As a Bilingual Guest Experience Consultant, you are the face of our Call Centre.  Your role will be to ensure all contacts offer the best experience to our guests.  You will assist our department achieve our objectives and goals by: placing error free orders, quickly and efficiently; solving the concerns of our guests in the fastest and most effective way possible; answering all questions knowledgably; and providing prompt, professional, innovative and courteous service on all contacts.  

     

    Major Responsibilities

    • Answer inbound Guest calls
    • Process external customer orders by phone
    • Log all guest complaints effectively and efficiently
    • Respond to and resolve questions and complaints regarding guest ordering and dining experiences
    • Resolve guest complaints according to established guidelines
    • Support guests throughout their contact with the company
    • Seize all opportunities to increase sales and develop the business
    • Ensure accuracy of all orders and complaints
    • Knowledge of all menu and promotional offers
    • Build guest loyalty by providing an exceptional contact
    • Provide timely actions and follow-up to guests and Brand partners
    • Interact with all Brand partners (including, Restaurant Associates and Home Office), in a courteous and competent manner
    • Compliance with all operational requirements
    • Performs other duties as assigned

    Competencies

    • Excellent communication, organizational, analytical and time management skills
    • Proactive and goal-oriented individual who enjoys working with people
    • Adaptability
    • Excellent customer service skills
    • Excellent team work skills
    • Results and process oriented
    • Strong problem-solving skills
    • Ability to work under pressure and as a part of a team in a fast paced environment
    • Ability to multi-task
    • Proficiency in MS office applications
    • Punctual and reliable

     

     

     

    Key Challenges

    • Keeping up with a fast paced environment
    • Defusing and ‘winning back’ irate guests
    • Maintaining a positive Brand image at all times
    • Keeping up to date on all menu and Brand information


    Job Requirements

    • Must be willing to work flexible hours
    • Required to work evenings, with shifts starting between 3pm to 5pm
    • Flexibility to work later shifts, ending between 10pm and 2am
    • Must be able to work on Mother’s Day, Father’s Day and Valentine’s Day, and other ‘black-out’ periods as communicated
    • Required to be available to work a minimum of 15 hours a week or two shifts
    • Must be able to work two of the three weekend, evening shifts – i.e. Friday/Saturday, Friday/Sunday or Saturday/Sunday, weekly
    • Flexibility to take on additional shifts as needed

     

    Qualifications

    • High school diploma or higher preferred
    • 2 years sales and customer service experience (over the phone) an asset
    • Retail experience an asset
    • Restaurant experience an asset
    • Fluency in French (written/spoken) an asset


    What we offer you

    • A welcoming, fun and safe work environment
    • A workplace founded on respect
    • Opportunities to be a valuable member of a close-knit team
    • A strong and effective training program
    • A supporting and encouraging Leadership team
    • Potential for personal development
    • Career opportunities within a leading Canadian Company



    Interested candidates send their resume to cchr@cara.com.  Only selected candidates will be contacted.





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