Bilingual Customer Experience Representative

2 weeks ago

Hamilton, Canada Mabel's Labels Full time

Mabel’s Labels is the leading provider of personalized kids’ labels to families across North America. Our mission is to delight our customers and community, make their lives easier and keep them connected to what they value the most. For the last 20 years, we’ve been selling durable and waterproof peel-and-stick labels to parents who want to avoid germy mix-ups and lost items at school, camp, and daycare. What began as a small venture by four moms has grown into a thriving and successful e-commerce business.

We have a vibrant, collaborative workplace culture and at Mabel’s Labels we value teamwork and find ways to celebrate the contributions of all employees. We look for individuals that can bring creativity, passion and integrity to our close-knit team. We also like to keep an open mind and have a desire for continuous improvement. While our company has grown over the years, we’ve never lost that start-up spirit

**Your Role**:

- Delighting customers by consistently going above and beyond to create memorable service experiences
- Cheerfully help customers with any concerns by offering advice, solutions, refunds and exchanges and tend to any questions or concerns and aim to exceed customer expectations
- Handling of order changes, order entry, exchanges and refunds for customers as needed
- Managing Colle à Moisocial media DMs regularly and answering any inquiries related to customer support needs
- Escalate customer pain points or issues clearly and effectively to management.
- Be a strong team player by participating and engaging in team meetings
- Performing other administrative-related duties as needed
- French is your Primary Language (both spoken & written), which will be required to support our customers in the Quebec market
- Be able to communicate (both spoken & written) in English
- People are always commenting on how helpful you are
- Are often on the lookout to learn from amazing customer service experiences.
- Being detail-oriented and accurate among your super-powers
- Have a pleasant phone manner and treat customers the way you would treat a good friend (or favourite family member)
- Enjoy working independently and also consider yourself a real team player
- Can quickly assess situations and enthusiastically provide solutions to customer inquiries in a friendly and polite manner
- Have previous experience within a customer service role and with performing general administrative duties
- Have completed post-secondary education (preferred but not required)

**Benefits**:

- Company pension
- Dental care
- Extended health care

Work Location: In person

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