Customer Review

2 weeks ago

Markham, Canada Lorex Technology Inc. Full time

**Company Description**

Proudly Canadian-founded, the Lorex team across North America is committed to the design, development, and deployment of ingenious smart home security and business monitoring solutions that enhance our customers’ lifestyles and sense of well-being. We achieve this by continuing to produce innovative solutions, all backed by cutting-edge technology and a dedicated team of forward thinkers.

**Job Summary**

The Customer Reviews and Engagement Coordinator plays a pivotal role, serving as a central conduit between customers and Lorex, ensuring that the Voice of the Customer (VOC) influences all business units and that Lorex prioritizes a customer-first approach.

Responsibilities for this role encompass managing and expanding customer reviews, extracting and disseminating VOC insights internally, and developing and executing customer relationship management strategies. They will also compile comprehensive weekly and monthly reports, sharing key insights and providing actionable directions for business units.

The Customer Experience Specialist will report directly to the Business Insight Manager.

**Responsibilities**:
**Reviews Management (50%)**
- Post appropriate responses to each of the Q&A and reviews within 24 business hours from the posting date through Bazaarvoice, Yotpo, Google Business Centre and etc.
- On-going management of SKU mapping for bazaarvoice review syndication
- Manage the partner relationships with our reviews platform partners
- Develop and maintain in-depth knowledge of the company's products/services to assist customers effectively
- Identify satisfied customers willing to participate in case studies, testimonials, or referrals and foster relationships with loyal customers, turning them into brand advocates
- Document solutions and create knowledge base articles for common customer inquiries
- Be the point-of-contact for priority concerns, complaints and reviews

**Insights & Strategies (50%)**
- Define and report key business metrics to senior management and influence the organization to take appropriate and timely action in response to customer needs
- Develop a deep understanding of the key levers that grow the business and know how to pull each lever to drive growth across all channels
- Develop outbound customer engagement strategies and execute multi-channel incentivized review campaigns and review generation programs to meet the specific acquisition, penetration and retention needs, in collaboration with key stakeholders
- Assist in developing comprehensive reports working with relevant team members
- Demonstrate effective project management skills to drive execution cross-functionally
- Monitor, evaluate and conduct postmortem analysis for multi-channel activity

**Knowledge, Skills and Abilities (KSAs)**
- A degree in Business or Communications
- 3 years of working experience in customer experience and review management
- Understanding of data and fundamental Excel skills
- Working experience in the technology sector an asset
- Experience in working with Amazon, Google Business management, BazaarVoice, Yotpo, Trustpilot and other reviews and rating platform is an asset
- Experience in customer direct marketing is an asset
- A strategic thinker with the ability to act and execute under pressure
- Exceptional writing skills
- Best-in-class customer service skills
- Power BI skill is an asset

**Competency Profile**
- Ability to manage multiple projects with varying priority at one time - to deliver results on time and within budget
- An understanding of the technology sector and how to translate technical information into consumer-friendly communication material
- Ability to work and thrive in a fast-paced environment with high-demand deadlines
- Demonstrated ability to lead and respond positively to change, demonstrate flexibly when addressing shifting or competing priorities
- Ability to communicate to a wide-range customer base, using appropriate tone and voice
- Ability to act and communicate professionally under high-pressure situations

**Benefits**:

- Dental care
- Extended health care
- Paid time off

Schedule:

- Monday to Friday

Ability to commute/relocate:

- Markham, ON L3R 3S1: reliably commute or plan to relocate before starting work (required)

Application question(s):

- Have you completed a degree in Business or Communications?
- How many years of experience do you have in customer experience and review management?
- How many years of experience do you have in Amazon, Google Business Management, BazaarVoice, Yotpo, Trustpilot and other reviews rating platform?

Work Location: Hybrid remote in Markham, ON L3R 3S1

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