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Bilingual Customer Experience Specialist

5 months ago

York, Canada Silk & Snow Full time

Silk & Snow is a Toronto-based, digitally native retailer of responsibly made sleep essentials. You will have the opportunity to join a fast-growing start-up company and work on a team with full in-house marketing, product design, and supply chain capabilities.

The title of Bilingual Customer Experience Specialist is perfect for you if you enjoy working with customers and possess exceptional customer service and organization skills. You also love to dive deep into a new product to learn it inside and out and are highly adaptable, dynamic, and eager to take on the different challenges and tasks that come with working for a mid-sized company.

**Responsibilities**:

- Assist customers by answering customer questions and providing information about Silk & Snow products. You will be responsible for taking them from the point of discovery to closing the sale.
- 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 track orders and ensure the delivery of orders is as smooth as possible for our customers
- Communicate and manage relationships with various suppliers and vendors

About You:

- You are coachable, flexible, and self-motivated.
- Must be available on a full-time basis from Tuesday-Saturdays or an as-needed basis, with an understanding of potential shifts until 8 pm
- You are willing to be adaptive and reorient priorities as new information is presented or developments occur.
- You are highly focused on providing exceptional service to our customers.
- You are detail-oriented, meticulous, and analytical.
- You possess a positive attitude, enjoy solving problems, and are eager to take on new and challenging tasks.
- You are a team player who thrives in a collaborative environment but you also possess critical thinking to allow you to make decisions on your own when required to do so.
- You are skilled at working with all types of customer personalities, understanding customer needs
- You are meticulous and enjoy always keeping a space organized and clean

Required:

- Highly effective communication skills both written and spoken (ability to communicate in French is mandatory)
- Experience in customer service roles or retail sales
- Self-starter that needs little to no supervision
- Excellent interpersonal skills: you can make a personal and genuine connection with customers in service of helping them feel confident about their purchase.
- **Must be willing to work fully in-person**:

- **Must be available to work weekends**

, Permanent

Schedule:

- 8-hour shift
- Weekends

**Education**:

- Bachelor's Degree (preferred)

**Experience**:

- Customer service or sales: 2 years (preferred)

Work remotely:

- No

**Benefits**:

- Dental care
- Extended health care
- Vision care

Schedule:

- 8 hour shift

Ability to commute/relocate:

- York, ON: reliably commute or plan to relocate before starting work (required)

**Education**:

- Secondary School (preferred)

**Experience**:

- Customer Experience Specialist: 2 years (required)

**Language**:

- French (required)

Work Location: In person