Senior Customer Experience Expert

EQ3•Winnipeg, MB

5d•Onsite

About The Position

EQ3 is seeking an enthusiastic and collaborative Senior Customer Experience Expert to join their Customer Care Team at their Winnipeg Head Office. This full-time role involves responding to customer inquiries via phone, email, and live chat, maintaining product and policy knowledge, and resolving quality and warranty claims. The expert will also create cases, coordinate with third-party technicians and internal teams for repairs, and keep customers informed about the status of their claims, orders, and product information. Participation in training opportunities is also expected.

Requirements

Minimum two (2) years of experience working as a Customer Care Specialist, Agent, or Account Representative
Experience working in a fast-paced environment with the ability to understand, empathize with customers, and prioritize customer needs for an overall positive customer experience
Strong computer skills and experience working with Windows 10, Microsoft Outlook and other Microsoft Products
Previous experience working with ticketing system similar to Zoho Desk, Teams or Mapics-AS400
Ability to effectively communicate both verbally and in writing
Must be flexible to work different shifts and retail hours, including evenings or weekends

Responsibilities

Respond promptly and professionally to incoming customer inquiries by telephone, email, or live chat
Maintain an updated knowledge of the organization’s products, services, and customer service policies
Investigate concerns and provide customers with all required information to resolve quality and warranty claims to resolution
Create a case and work with third-party technicians and in-house teams for warranty claims and repair requests
Keep customers updated on progress of their claims, service parts requests, shipping dates, quality issues, availability, pricing, and product knowledge
Participate in training opportunities provided by the organization or by outside entities