Customer Experience Specialist

2 weeks ago


Toronto, Canada Canada Goose Inc. Full time

Company Description

Canada Goose isn't like anything else. We’ve built something great, something special - an iconic lifestyle brand with an inspirational and authentic story. At the heart of it is our promise to inspire and enable all people to thrive in the world outside. To Live in the Open. At Canada Goose, you’re part of a movement that belongs to something bigger. One that seeks out the restorative power of nature and is driven by a purpose to keep the planet cold and the people on it warm. We endure any condition, observe every detail, and are building a community that believes in living bravely and coming together to support game-changing people.

Here, opportunities are everywhere - to try something new, to learn, to do meaningful and impactful work, and they’re yours for the taking.

**Job Description**:
As the Customer Experience Specialist, you will be responsible for managing client relations between Canada Goose and its vendors (call centres) through actively listening, education, providing resources and support. Our goal is to ensure that the call centre is equipped with all the tools and resources needed to provide best-in-class customer experience to our consumers.

**The Role**:

- Provide support in overseeing all 3rd party call centre activity and metrics to ensure best in class service is being provided to our customers through all the touchpoints in a timely manner and within the agreed-upon Service Level Agreements
- Interact with the 3rd party call centers to ensure omni-channel alignment of global Customer Experience
- Spearhead warranty operations with order placement, reports and maintenance
- Use different systems and platforms (Jira, Salesforce Service Cloud, Order Management System, D365, Zendesk) to support and manage 3rd party call center and internal requests and escalations
- Communicate and collaborate with internal cross-functional partners to improve process and share knowledge (i.e. e-commerce, retail, legal, warranty, wholesale, logistics and allocations)
- Hold weekly meetings with call centre team to ensure we are constantly improving all the tools we provide to our brand ambassadors
- Work closely with the call centre leadership team to ensure we have the appropriate people working for campaigns
- Ensure that all processes are being adhered to while also empowering Brand Ambassadors to make their own decisions through training and suggestions
- Ensure all issues escalated are responded to within agreed-upon SLAs

**About You**:

- Post-Secondary education
- 2-4 years’ experience in Customer Service, leadership roles an asset
- Bilingual French is a plus
- Excellent computer skills; intermediate skills using Microsoft Office
- Prior experience with CRM/Salesforce Service Cloud/D365 systems an asset
- Prior experience within call center management teams or call center environment is a bonus

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