Bilingual Customer Experience Specialist

Silk & Snow•ON, ON

About The Position

We are looking for a Bilingual Customer Experience Specialist who is extremely driven and customer-focused to help us deliver a best-in-class retail experience. In this role, you will communicate through multiple channels including email, phone and live chat. You will also be the point person for our customers. If you enjoy working with customers and possess exceptional customer service and organization skills. If you are highly adaptable, dynamic, and eager to take on different challenges, we want to hear from you!

Requirements

Minimum 1 year of customer service or retail sales or a transferable/related field
Skilled at working with all types of customer personalities and understanding customer needs
Proficiency in browser-based and mobile-based applications
Ability to work independently and within the team
Ability to multitask and thrive in a fast-paced environment with a high volume of calls and emails
Be detail-oriented, meticulous and analytical
Be highly focused on providing exceptional service to our customers
Have a positive attitude, enjoy solving problems, and are eager to take on new and challenging tasks
Must be available to work different shifts on a full-time basis or an as-needed basis, with an understanding of certain shifts until 8:30 pm EST
Excellent verbal and written communication abilities (English and French)
The knowledge of English is required for this specific position as the incumbent will interact on a consistent and regular basis with English-speaking stakeholders located outside of Quebec.

Responsibilities

Assist customers by answering questions (in French and English) and providing information about Silk & Snow products.
Provide exceptional customer service virtually through phone, email, and live chat. Always strive to ensure that the most customers possible are helped by balancing the most efficient handling time with friendly and approachable customer service.
Help respond to post-sale customer inquiries, follow up on customer questions related to orders or deliveries, and successfully solve problems through proactive follow-up on issues and effective de-escalation strategies.
Maintain an open line of communication with the Customer Experience team ensuring that all key issues are addressed in a timely fashion.
Liaise and follow up with our courier and warehouse partners daily to resolve customer concerns and ensure the delivery of orders is as smooth as possible for our customers.
Communicate and manage relationships with various suppliers and vendors.