Bilingual Customer Experience Specialist

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

📋 Description

• Respond to customer inquiries in both French and English, providing information about Silk & Snow products.

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

• Achieve a balance between efficient response times and a friendly, approachable demeanor.

• Address post-sale questions and follow up on inquiries related to orders and deliveries.

• Resolve customer issues through proactive follow-ups and effective de-escalation methods.

• Keep in touch with the Customer Experience team to promptly address key issues.

• Collaborate daily with courier and warehouse partners to resolve issues and ensure seamless deliveries.

• Manage relationships with suppliers and vendors through effective communication.

⛳️ 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.

• Comfortable using both browser-based and mobile applications.

• Capable of working both independently and as part of a team.

• Ability to multitask and excel in a high-paced environment with a significant volume of calls and emails.

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

• Strong focus on delivering exceptional customer service.

• Positive attitude with a readiness to tackle problems and embrace new challenges.

• Flexible availability to work various shifts on a full-time or as-needed basis, including shifts until 8:30 pm EST.

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

• Proficiency in English is essential for regular interactions with English-speaking stakeholders outside Quebec.

🏝️ Benefits

• Opportunities for growth with a strong emphasis on internal hiring.

• Efficient training process with ongoing guidance and support throughout and after training.

• Access to the LifeSpeak learning platform, featuring free courses taught by experts.

• Comprehensive benefits package including medical, dental, and vision coverage.

• Paid time off for rest and rejuvenation.

• Employee discounts on all products offered.

• Complimentary mattress and bedding set upon successful completion of the probationary period.

• A supportive workplace environment that promotes work-life balance.

• Clear pathways for growth and advancement opportunities.