Customer Experience Representative

Conteúdo do emprego

Our client is the leader in extreme cold footwear - and is growing fast. Their success is due in great part to their employees. They hire talented people who share the core values. Values are the heart, soul and pulse of an organization. What sets the company apart from other companies is their commitment to nurture and support each other, both in the office environment and outside of it.

Are you someone who goes above and beyond to wow your customers? Do you enjoy solving problems imaginatively and resourcefully? Do you thrive in a fast-paced, performance-driven environment? As a Customer Experience Representative, you will be responsible for acting as a liaison between customers and DTC, sales, finance, logistics, and marketing teams.

The company provides a great guest experience worldwide through phone, email and live chat. They answer questions and collect feedback on just about everything. As a member of the work from anywhere team, you are empowered to be solution-oriented, think outside the box, and find resolutions for the guests. There is a lot of variety to keep you stimulated, but enough familiarity to become a master of Customer Experience.

Key Responsibilities

• Provides a world-class customer experience via phones, live chat, email, social media and any future channels in English and French
• Resolves customer inquiries and concerns quickly and with a sense of urgency.
• Supports ecommerce through placing orders, setting up returns, and troubleshooting.
• Provides product education by communicating features, material properties, and function of the product. Product expertise is second nature to us.
• Multi-tasks and efficiently navigates through several programs and applications to provide solutions and tracking of guest interactions.
• Compiles reports on overall customer satisfaction.
• Builds relationships to create life-long customers.
• Responsible for achieving personal productivity targets.
• Performs additional projects, duties, and assignments as required.

Key Qualifications

• Self-starter with the ability to work independently
• A passion for providing exceptional customer service.
• Proven experience in conflict management.
• Able to correspond in multiple tones to cater to different audiences.
• Strong understanding of customer service best practices.
• Effective communication, intellectual curiosity, a bias for action
• Proven aptitude to function within deadlines, while working both independently and as part of a team.
• Strong attention to detail
• Take charge attitude and ability to direct conversations
• Able to see trends through transferable knowledge and communicate them effectively.
• Strong organizational, multitasking, and time management skills.
• Intermediate to advanced computer skills; this includes proficiency in Microsoft Office, and ability to type 50 wpm, and strong experience navigating the internet.
• Coachable, adaptable, and open to change.
• Resourceful and solutions-oriented with excellent problem solving skills.
• Passion for and involvement in outdoor lifestyle
• Excellent verbal and written communication has a flair for written communication
• Friendly, upbeat, optimistic, and authentic.
• Responsible and dependable
• A high school diploma is required; post-secondary education is an asset.
• Customer service is required (retail customer service is an asset)
• Experience with Shopify and Gorgias is an asset
• Excellent Spoken and Written French and English