Bilingual Customer Experience Specialist

Sleep Country

23h

About The Position

Silk & Snow is seeking a driven, customer-focused Bilingual Customer Experience Specialist to help deliver a high-quality retail experience. The specialist supports customers in French and English through phone, email, and live chat, answering questions about products and assisting with post-sale inquiries, orders, and deliveries. The role involves efficient, approachable service, proactive problem-solving, and regular coordination with customers, the Customer Experience team, courier and warehouse partners, suppliers, and vendors. The position has varying full-time shifts, scheduled either 9:15 a.m.–5:45 p.m. or 12:00 p.m.–8:30 p.m. EST; availability for different shifts, including shifts ending at 8:30 p.m., is required.

Requirements

• At least 1 year of customer service, retail sales, or transferable/related experience.
• Fluent verbal and written communication abilities in French and English.
• Ability to work with varied customer personalities and understand customer needs.
• Proficiency with browser-based and mobile-based applications.
• Ability to work independently and as part of a team.
• Ability to multitask and thrive in a fast-paced environment with a high volume of calls and emails.
• Detail-oriented, meticulous, and analytical approach.
• Strong focus on providing exceptional customer service.
• Positive attitude, problem-solving skills, and willingness to take on new and challenging tasks.
• Availability to work different shifts on a full-time basis or as needed, including shifts ending at 8:30 p.m. EST.
• English is required because the incumbent will regularly interact with English-speaking stakeholders outside Quebec.

Responsibilities

• Answer customer questions in French and English and provide information about Silk & Snow products.
• Provide customer service by phone, email, and live chat.
• Balance efficient handling times with friendly and approachable service to help as many customers as possible.
• Respond to post-sale inquiries and follow up on questions about orders or deliveries.
• Resolve customer problems through proactive follow-up and effective de-escalation.
• Maintain communication with the Customer Experience team so key issues are addressed in a timely manner.
• Liaise with courier and warehouse partners daily to resolve customer concerns and facilitate smooth order delivery.
• Communicate and manage relationships with suppliers and vendors.

Benefits

• Competitive benefits package including medical, dental, and vision coverage.
• Paid time off.
• Employee discount on all products.
• A free mattress and bedding set after completing the probationary period.
• Access to the LifeSpeak learning platform and its courses for personal and professional development.
• Training, guidance, and support.
• Growth and advancement opportunities, with an emphasis on hiring from within.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed