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Customer Experience Associate

2 months ago

Greater Toronto Area, Canada Jewlr Full time

Overview

The Customer Experience Associate will be responsible for handling customer inquiries, resolving issues, and ensuring that customers receive the best service possible. As part of the Customer Experience team, you will help bridge the gap between customers and our brand, contributing to our goal of building lasting relationships. You will also be involved in gathering customer feedback to assist in continuous improvement efforts.


About Jewlr

Personalized Jewelry, designed by you.


At Jewlr, we invite you into a world of possibility, a creative destination to freely discover and design jewelry that is uniquely, and meaningfully yours. Our jewelry is a celebration and a genuine reflection of who you are — your beliefs, your loves, your experiences, and your milestones. Explore endless styles and customize to mark your moments, give thoughtfully, and play with personality.


The winner of the 2013 Canada Post's Most Innovative Large Retailer Award, Jewlr's combination of innovative custom design technology with traditional hand made manufacturing delivers high quality jewelry that transforms your memories into timeless pieces.


Headquartered in Toronto, Canada, Jewlr was founded in 2009 with the mission to create a truly unique online experience where you choose, personalize, and customize fine jewelry.


Today, Jewlr is an internationally recognized brand employing more than 150 people and has shipped more than 1.5 million orders. Jewlr continues to grow exponentially year-by-year and has redefined the international standard for personalized jewelry.


JOIN OUR TEAM


Ever wanted to be a part of something bigger? We're working towards a fresh new look and want to hear from you


Key Responsibilities

  • Serve as the primary point of contact for customer inquiries through various channels (phone, email, chat) and ensure timely, professional, and helpful responses.
  • Handle and resolve customer complaints in a thoughtful and efficient manner.
  • Assist customers with product selection, order placement, and post-purchase support.
  • Collaborate with internal teams such as Marketing, Product, and Operations to provide feedback on customer insights, common issues, and improvement areas.
  • Maintain up-to-date knowledge of our products and services to assist customers effectively.
  • Identify opportunities to improve the customer experience by gathering and analyzing customer feedback.
  • Support the review and update of customer-facing materials (FAQs, post-purchase emails) to reduce the volume of customer interactions.
  • Contribute to building trust and rapport with customers by understanding their needs and offering tailored solutions.


Schedule:

This position follows a fixed schedule of 11 AM to 7 PM. The role includes two consecutive days off each week. You will be required to work one weekend day as part of your regular schedule.


Qualifications & Skills


  • College Diploma and/or relevant experience.
  • 5+ years previous experience in a customer service or customer-facing role, ideally in eCommerce or retail (jewelry experience is a plus).
  • Excellent communication skills, both written and verbal.
  • Strong problem-solving skills and the ability to think on your feet.
  • Ability to manage multiple tasks in a fast-paced environment.
  • Comfortable using customer support platforms (Zendesk, Salesforce, etc.) and other relevant technologies.
  • A team player who can work independently and collaboratively.



This is a full-time hybrid position based in Toronto.


Jewlr is an equal opportunity employer that is committed to diversity and inclusion and providing a workplace that is free from discrimination. Jewlr is committed to accommodating persons with disabilities. Such accommodation is available on request in respect of all aspects of the recruitment, assessment and selection process and may be requested by emailing help@jewlr.com.