Customer Experience Specialist

1 month ago


Kingston Nova Scotia BP, Simonds, Canada Sleep Country Canada Full time
Company Description

At Silk & Snow, we create products that turn your house into a home. We help bring affordable luxury to our customers every day by providing them with meticulously crafted and manufactured sleep products that elevate your personal sanctuaries and give you the rest you deserve.

We make every decision by following three principles. We always use better materials, ensure that every product is thoughtfully manufactured, and above all, ensure transparency in everything we do. We’re proud of our products, and we want to give our customers the confidence to know that they are purchasing better products for their family, their home, and the planet.

Job Description

We are looking for a 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, we want to hear from you

Schedule: Mon-Friday & Sun-Thursday (12:00 - 8:30 PM EST)

Location: 670 Caledonia Road, York, ON M6E 4V9

As Customer Experience Specialist, you will:

  • 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, striving to help as many customers as possible while balancing efficiency with friendliness
  • Respond to post-sale customer inquiries, follow up on questions related to orders or deliveries, and successfully solve problems through proactive follow-up and effective de-escalation strategies
  • Maintain communication with the Customer Experience team ensuring that all key issues are addressed in a timely manner
  • Liaise with our courier and warehouse partners daily to resolve customer concerns and ensure smooth delivery of orders
  • Manage relationships with various suppliers and vendors
Qualifications

What we are looking for:

  • Minimum 1 year of customer service or retail sales experience, or a transferable/related field
  • Skilled at working with diverse customer personalities and understanding customer needs
  • Proficiency in browser-based and mobile 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
  • Highly focused on providing exceptional service to our customers
  • Positive attitude, enjoyment of problem-solving, and eagerness to take on new challenges
  • Availability to work different shifts on a full-time or as-needed basis, with some shifts extending until 9:00 PM EST
  • Excellent verbal and written communication skills
  • Bilingualism (English and French, written and spoken) is an asset
Additional Information

Why our Customer Experience team members enjoy working at Silk & Snow:

  • We prioritize diversity and inclusivity in our company culture
  • Growth opportunities with an emphasis on hiring from within
  • Streamlined training process with guidance and support for success
  • Access to LifeSpeak learning platform with free courses for personal and professional development
  • Competitive benefits package including medical, dental, and vision, plus paid time off
  • Employee discount on all products and a free mattress and bedding set after the probationary period
  • Make a meaningful impact on our customers' sleep habits and overall well-being
  • Fostering a healthy work-life balance in a supportive environment
  • This is not just a job but a CAREER with potential opportunities for growth and advancement
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