Bilingual Escalations Associate

Best Buy Canada

. Investigate and resolve complex customer escalations through a customer-centric approach .

Posted 9/18/2026full-timeRemote • CanadaJuniorMid-Level💰 CA$18 - CA$19 per hourWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong investigative, analytical, and problem-solving abilities while effectively managing customer escalations and ensuring timely resolutions. Proficient in case management and documentation, with a focus on customer-centric solutions and compliance with privacy and regulatory standards.

Highest-signal resume keywords

Bilingual French And English ProficiencyCustomer Service ExperienceEscalation ManagementAnalytical And Problem-Solving AbilitiesMicrosoft Office Proficiency

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer Escalation HandlingRoot Cause AnalysisCase ManagementDocumentation And Record-KeepingProcess Improvement

Soft Skills

Effective CommunicationOrganizational SkillsAttention To DetailAdaptabilityCollaboration

Tools & Technologies

Case Management SystemsMicrosoft Office Applications

Industry Keywords

Customer-Centric ApproachService StandardsPrivacy And Security ComplianceFast-Paced EnvironmentCross-Functional Collaboration

About the role

Key responsibilities & impact

Investigate and resolve complex customer escalations through a customer-centric approach
Act as a liaison between customers, stores, distribution centers, delivery partners, and corporate teams to coordinate resolutions
Manage escalated concerns received through customer care, leadership teams, social media, regulatory bodies, and other escalation channels
Conduct root cause analysis and determine appropriate corrective actions
Provide timely, professional, and accurate updates to customers and internal stakeholders
Maintain detailed and accurate case documentation in applicable systems
Monitor and follow up on open cases daily to ensure resolution within established service standards
Collaborate with business partners to develop effective solutions balancing customer needs and business requirements
Identify recurring customer pain points and recommend process improvements
Handle sensitive customer information in accordance with privacy, security, and regulatory requirements

Requirements

What you’ll need

Bilingual French and English proficiency, verbal and written, required
Minimum 3 years of customer service experience in a fast-paced environment
Minimum 2 years of experience handling customer escalations and complex issue resolution
Strong investigative, analytical, and problem-solving abilities
Exceptional organizational skills with proven follow-up and case management experience
Ability to communicate effectively with customers, senior leadership, and cross-functional teams
Strong attention to detail with accurate documentation and record-keeping skills
Intermediate to advanced proficiency in Microsoft Office applications and case management systems
Ability to work independently, prioritize multiple tasks, and adapt to changing business needs
Post-secondary education in Business Administration, Office Administration, or a related field is considered an asset

Benefits

Comp & perks

Employee discounts on tech and appliances
Competitive compensation and benefits
Training programs to build new and transferable skills
Opportunities to expand expertise in customer experience and issue resolution
Workplace prioritizing safety, well-being, and belonging
Inclusive, fun, and supportive team environment