Bilingual Customer Care Market Specialist

The Bilingual Customer Care Market Specialist plays an essential role in growing talent in our business through collaboration and sharing best practices with the Customer Care team. You know how to be curious about their opportunities and how to be real with feedback and support. 

As a growing business, Lush needs people that can adapt and evolve to the needs of our business, analyze and respond to your learner’s needs. Our Lush staff live with purpose, finding their personal value connected with the values of our business, bringing their work and life paths into one holistic journey. #mylushlife

Reporting to the Customer Care Market Manager, the Bilingual Customer Care Market Specialist undertakes the following RESPONSIBILITIES:

• Communicate with customers through various channels, including phone, chat, text, and email
• Handle customer feedback and answer questions using trained methods and tools to provide accurate, valid, and complete information
• Assist customers with digital orders
• Provide information on products
• Increase digital conversion through effective recommendations
• Investigate lost packages with our transport partners
• Process returns
• Follow and promote all company policies, guidelines, procedures, and expectations
• Maintain the safety and security of customer information
• Meet and exceed service levels and departmental goals

You bring the following QUALIFICATIONS:

Required:

• Written and verbal fluency in the French language 
• Ability to identify and assess customer needs and resolve issues with a customer-first approach
• Use critical thinking, creativity, and problem-solving skills to provide positive options for resolutions
• Exceptional organizational skills with an impeccable attention to detail 
• Reliable, consistent attendance, punctual, and dependable 
• Open availability and flexible to work evenings and occasional weekends, overtime, and holidays 
• Ability to maintain a positive attitude, remain engaged in your work, and lead by example 
• Great team player, as well as self-motivated and proactive 
• Fluid and flexible to continuous improvement changes within the department 
• Strong oral and written communication skills with perfect spelling and grammar
• Excellent computer skills; ability to navigate multiple screens and programs.
• Some retail sales experience preferably in beauty or cosmetics

Preferred:

• Post-secondary education
• Contact center experience
• Accustomed to working in a highly seasonal, high-pressure environment 
  
  

Job Type: Permanent, Full-time.

Job hours: Must be available to work during the hours of operations for this role (you will only be required to work one day on the weekend):

• Monday to Friday: 6am - 6:15pm.
• Saturday to Sunday: 7am - 3:30pm

Job Location: Remote role, open to candidates across Canada only.

Salary: $22/Hour CAD

Internal Application Deadline: Friday April 11th, 2025, 5pm PST.

Thriving with a diverse company culture, celebrating the uniqueness of our staff and committed to inclusion. We are proud to be an equal opportunity employer.

We thank all interested applicants; however, only qualified candidates will be contacted.

We’re 10% Employee Owned - all colleagues play a role in protecting our ethics, our independence , contributing ideas for the future and share in the rewards of success when the company is doing well.

Recruitment Process Overview

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• Ethics & Values @ Lush

Lush Cosmetics North America respectfully recognizes that our business operates on Indigenous territory across Turtle Island. As a business headquartered in Canada, our largest facilities are located on the unceded territories of the Musqueam, Squamish and Tsleil-Waututh, as well as here on the lands of the Mississaugas of the Credit, Anishnabeg, Chippewa, Haudenosaunee and Wendat, and now home to many diverse First Nations, Inuit and Métis peoples.

Our commitment to reconciliation and decolonization is guided by the Truth and Reconciliation Commission of Canada: Calls to Action #92. We recognize that our facilities, along with our settler and newcomer staff are guests on this land and as we act to repair past harm, we do it together in allyship with Indigenous People everywhere, including staff, customers and with leadership from organizations and communities we work with.