Bilingual Customer Experience Specialist

Sleep Country

1d

About The Position

Silk & Snow is seeking a driven, customer-focused Bilingual Customer Experience Specialist to help deliver a best-in-class retail experience. The specialist serves as a point of contact for customers, assisting them in French and English through phone, email, and live chat. The role involves responding to questions about products and orders, resolving delivery and post-sale concerns, and coordinating with internal teams and external partners to support customers.

This is a current open position with an hourly rate of $21.00. The schedule varies, with shifts listed as 9:15 a.m.–5:45 p.m. or 12:00 p.m.–8:30 p.m. EST. Candidates must be available for different shifts on a full-time or as-needed basis, including some shifts ending at 8:30 p.m. EST.

Silk & Snow describes its culture as inclusive and supportive, with opportunities for growth and advancement. Team members receive streamlined training and guidance, access to the LifeSpeak learning platform, a competitive benefits package, paid time off, and an employee discount. A free mattress and bedding set is offered upon completion of the probationary period.

Requirements

• At least 1 year of experience in customer service, retail sales, or a transferable or related field.
• Excellent verbal and written communication skills in English and French.
• Ability to work with customers with varied personalities and understand their 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.
• Strong focus on providing exceptional customer service.
• Positive attitude, problem-solving orientation, and willingness to take on new and challenging tasks.
• Availability to work different shifts on a full-time or as-needed basis, including shifts that end at 8:30 p.m. EST.
• English is required because the role regularly interacts with English-speaking stakeholders outside Quebec.

Responsibilities

• Answer customer questions in French and English and provide information about Silk & Snow products.
• Provide customer service through 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 related to orders and deliveries.
• Resolve customer problems through proactive follow-up and effective de-escalation.
• Maintain communication with the Customer Experience team so key issues are addressed promptly.
• Liaise with courier and warehouse partners daily to resolve concerns and support smooth order delivery.
• Communicate and manage relationships with suppliers and vendors.

Benefits

• Competitive benefits package, including medical, dental, and vision.
• Paid time off.
• Employee discount on all products.
• Free mattress and bedding set upon completion of the probationary period.
• Access to the LifeSpeak learning platform, with free courses supporting personal and professional development.
• Training, guidance, and support during and after training.
• Growth opportunities, including an emphasis on hiring from within.

What This Job Offers

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