Customer Experience Representative

2 months ago

Mississauga, Canada dbrand Full time

** **This is a 3-month contract position with the potential for extension based on business needs***

**The Role**

Customer Service Agents get yelled at by moronic customers. Customer Service Agents mindlessly mash keyboards to regurgitate answers found in the FAQ. Customer Service Agents memorize corporate policies and blame the handbook when all else fails. Customer Service Agents check the clock every eight seconds until it's time to go home.

If you clicked this job posting thinking that a "Customer Experience Representative" sounded familiar - that it sounded like the dozens of suffocating, braindead "Customer Service" jobs you've worked in the past - go ahead and close this tab. The job isn't right for you.

At dbrand, our Customer Experience Representatives go above and beyond to offer unique, personalized interactions with our legion of fanatic customers. Solving customer's issues is only half the battle. The other half? Serving as an official mouthpiece for a brand that's renowned for their colorful, offbeat customer correspondence. You're just as likely to send someone a flippant reaction.gif as you are to help them find a lost package - both are equally valid uses of your time. Want to ship a customer a cake with a custom-tailored insult written in icing? Encouraged. We're on the hunt for intelligent, motivated individuals with razor-sharp judgement that we can mold into the Customer Experience Representatives of tomorrow. Does that sound like you? If so, keep reading.

**The Environment**

Still here? Excellent. Let's fast-forward a couple of months. The Environment is probably your home - or, if you're into home invasions, someone else's. Your interactions with your team, while fulfilling and excellent, are still largely relegated to Google Meets, internal group chats, and a Discord server for after-work gaming sessions.

As you and your team get into a rhythm for the day, the sound of your keyboard switches are firing off. Having once again excelled where peers of your past would have faltered, you allow yourself a moment of calm triumph before jumping back into the Zendesk inbox.

Not so fast. You’re not there yet. To make this dream a reality - to get the opportunity to maintain our world-class brand reputation and enhance the experience for our millions of customers worldwide, you’re going to have to prove yourself. Make it past the gate and your future self won’t be able to thank you enough. Let’s see if you’ve got what it takes...

**The Characteristics**
- **Agile**: You’re nimble. You’re adaptable. You thrive in an environment where priorities can change in an instant.
- **Analytical**:Your decisions are driven by only one thing: data. You continue to master all the tools necessary to surface insights.
- **Collaborative**: You enjoy purposeful meetings. You value the contributions of your coworkers as much as those of your CEO.
- **Curious**: You’re eager to learn new concepts and master new skills. There’s no useless tool in your arsenal.
- **Disciplined**: You never allow the details to slip, understanding that every bit of minutiae forms the bigger picture.
- **Enthusiastic**: You exhibit a contagious passion for providing standout customer experiences.
- **Innovative**: You develop new approaches to complex problems.
- **Perfectionist**: You persist until the smallest detail has been optimized. You know nothing less than 100%.
- **Persistent**: You’ve never failed. You’ve only experienced speed bumps on your path to success.
- **Reliable**: You live up to both verbal and written agreements. You can be trusted to work effectively, without oversight.

**The Responsibilities and Qualifications**

In order to make a positive impact as part of our team, your focus in this role will be:

- Providing customers with an immaculate pre-purchase and post-purchase experience via our Zendesk customer experience platform.
- Surfacing data from the goldmine that is our Customer Experience (CX) platform - identifying trends, patterns and opportunities, then using those insights to drive positive changes within the company.
- Thinking outside the box to create one-of-a-kind brand experiences for our customers.
- Keeping up to date with other departments by attending meetings and habitually checking the company’s internal communication platform.
- Contributing to and furthering our culture of excellence.

If you find a box you can’t check, stop reading and look for a company who demands less from their CX team.
- A degree, diploma, or a wealth of experience in Customer Service.
- Impeccable spelling and grammar - you’re a strong, confident, and exacting writer with a mastery of the English language.
- A robust communication style - you have exceptional written and verbal communication skills.
- Detail-oriented, self-sufficient, resourceful, organized, and proactive.
- The instinct to help teammates thrive and the openness to learn from their experiences.
- Your favourite

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