Impress employers and recruiters.
Choose from hundreds of resume examples.

Target Resume Now

About the Role

The Ontario Cannabis Store (OCS) is seeking a Bilingual (English & French) Contact Centre Representative to serve as the primary point of contact for cannabis retailers and eCommerce customers. This role involves delivering high-quality, customer-focused service across multiple channels, processing orders, and supporting various aspects of customer and retailer management. The position also includes educating customers on products and responsible cannabis use, managing order issues, and contributing to service improvement through data analysis.

Responsibilities

Build and maintain strong customer relationships by providing responsive support via phone, email, and live chat.
Manage customer inquiries related to orders, accounts, product availability, and general service, ensuring timely and professional resolutions.
Support order processing and fulfillment by collaborating with Supply Chain, Account Management, Quality Assurance, and Merchandising teams.
Proactively monitor and resolve order issues, such as delays, discrepancies, returns, and fraud concerns, escalating complex cases when necessary.
Maintain accurate CRM records of customer interactions, issues, and solutions.
Guide customers through returns in alignment with OCS policies and QA standards.
Facilitate onboarding for new retailers by setting up accounts, uploading required documentation, and coordinating with AGCO, Finance, and Legal.
Support emerging distribution channels, including Click & Collect, consumption lounges, and same/next-day delivery options.
Assist with reconciliation of account discrepancies, including shipment and inventory issues.
Educate customers on product selection, availability, and social responsibility practices.
Track and analyze customer trends, report KPIs, and provide insights to improve service performance.
Share customer feedback with internal teams to support continuous improvement efforts.

Requirements

Completion of Secondary School preferably in a relevant field.
Bilingualism in English and French.
2+ years of Customer Service experience (preferably in a call centre environment).
Experience working in a call center.
Intermediate Microsoft Office skills.
Strong Problem-Solving Skills.
Superior Customer Relationship Skills.

Location

Toronto, ON

Work Type

Full-Time
Contract

Experience Level

2+ years of Customer Service experience

Education Level

Completion of Secondary School

Salary/Compensations

$58,013 - $64,000 (target hiring range)
$54,147 - $66,180 (pay grade 5 BU range)

Benefits

Bilingual Premium: 3.5% of the base salary

About the Company

The Ontario Cannabis Store provides safe, responsible access to recreational cannabis for adults 19 and older.
Operates the sole legal online store for recreational cannabis in Ontario.
Provincial wholesaler of cannabis for private retail stores.
An agile start-up in a ground-breaking new industry.
A diverse team passionate about delivering a great customer experience.
An inclusive organization that ensures every voice is heard.

Equal Opportunity

We are committed to providing an accessible, equitable and inclusive candidate and employee experience.
We provide reasonable accommodation throughout the recruitment process and in employment.
If you require an accommodation please let us know, we will work with you to meet your needs.