Bilingual Customer Experience Specialist

This is a fully remote position, open to applicants in Canada.

📋 Description

• Assist customers by responding to inquiries in both French and English while providing information about Silk & Snow products.

• Deliver outstanding customer service remotely via phone, email, and live chat.

• Aid in addressing post-sale customer inquiries, follow up on questions related to orders or deliveries, and effectively resolve issues through proactive follow-up and de-escalation techniques.

• Keep consistent communication with the Customer Experience team to ensure all significant issues are resolved promptly.

• Coordinate and follow up daily with our courier and warehouse partners to address customer concerns and guarantee a seamless order delivery process.

• Manage relationships and communication with various suppliers and vendors.

⛳️ Requirements

• At least 1 year of experience in customer service, retail sales, or a related field.

• Proficient in engaging with diverse customer personalities and understanding their needs.

• Experienced with browser-based and mobile applications.

• Capable of working independently as well as collaboratively within a team.

• Ability to manage multiple tasks and excel in a fast-paced environment with a high volume of calls and emails.

• Detail-oriented, meticulous, and analytical in approach.

• Committed to delivering exceptional service to our customers.

• Positive attitude, enjoys problem-solving, and is enthusiastic about taking on new challenges.

• Must be flexible to work various shifts on a full-time or as-needed basis, with availability for certain shifts until 8:30 pm EST.

• Excellent verbal and written communication skills in both English and French.

🏝️ Benefits

• We provide a competitive benefits package that includes, but is not limited to, medical, dental, and vision coverage.

• Paid time off is also included.

• Employees receive discounts on all products, as well as a complimentary mattress and bedding set upon successful completion of the probationary period.

• We promote a healthy work-life balance within our supportive company environment.