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Head of Customer Experience

4 weeks ago

Montréal, Canada Good Protein Full time

Good Protein est une jeune entreprise en très forte croissance, qui a comme mission d'offrir des mélanges de superaliments naturels, qui sont non seulement remplis de bienfaits pour la santé et qui sont également remplis de bon goût

**Description du poste**:
Nous sommes à la recherche d'un(e) Responsable de l'expérience client compétent(e) et motivé(e) pour rejoindre notre équipe, qui sera responsable de superviser l'équipe d'expérience client.

**Responsabilités**:

- Gérer et créer les horaires de l'équipe pour assurer une couverture adéquate
- Participer aux tâches relatives à l’expérience client (répondre aux demandes des clients en ligne);
- Superviser et supporter l'équipe d'expérience client en assurant une cohérence dans l’expérience offerte par l’équipe et un niveau de service calibré;
- Prendre en charge et répondre aux demandes particulières et/ou dossiers plus difficiles relatifs à l’expérience client;
- Contribuer à maintenir le dossier employé de chaque membre de l’équipe d’expérience client;
- Contribuer à l’embauche de nouveaux employés du service à la clientèle;
- Analyser les retours et remboursements des clients pour identifier les possibilités d'amélioration;
- Analyser les performances et les qualités de réponse des agents et fournir des commentaires individuels pour améliorer leur efficacité;
- Veiller à ce que les procédures établies soient respectées par les agents et proposer des améliorations si nécessaire;
- Participer au maintien et amélioration des procédures opérationnelles du service à la clientèle;
- Maintenir la documentation de formation à jour et former les nouveaux employés sur les procédures et les normes de l'entreprise;
- Effectuer diverses tâches administratives connexes pour soutenir les opérations globales de l'entreprise;
- Agir en tant que point de contact principal entre Good Protein et notre partenaire 3PL pour assurer une coordination fluide des activités logistiques liées à l’expérience client;
- Contribuer aux décisions relatives aux différentes situations en lien avec l’expérience client et les opérations;
**Qualifications clés**
- Expérience en gestion de personnel
- Diplôme d’études universitaires ou l’équivalent
- Forte orientation client et capacité à fournir un service exceptionnel.
- Esprit d'initiative et capacité à prendre des décisions éclairées
- Excellente maîtrise du français et de l’anglais, à l’écrit et à l’oral
- Excellent sens d’organisation, d’autonomie et de leadership
- Atout : connaissance de l’environnement Shopify

**Avantages**
- Faire parti d’une jeune entreprise en très forte croissance
- Possibilités d’avancement
- Produits Good Protein à rabais
- Repas préparés santé à rabais
- Horaire flexible
- Environnement de travail stimulant et dynamique
- Accès à un gym complet
- Terrasse, piscine et BBQ extérieurs
- Travail hybride
- ___________________

Good Protein is a young and rapidly growing company with a mission to offer blends of natural superfoods that are not only packed with health benefits but also taste great

We are looking for a skilled and motivated Head of Customer Experience to join our team, who will be responsible for overseeing the Customer Experience team.

**Responsibilities**
- Manage and create team schedules to ensure adequate coverage
- Handle customer experience-related tasks (responding to customer inquiries online)
- Supervise and support the customer experience team, ensuring consistency in the team's service delivery and a calibrated level of service
- Handle and respond to specific customer requests and/or more challenging cases
- Contribute to maintaining employee records for each member of the customer experience team
- Participate in hiring new customer service employees
- Analyze customer feedback and refunds to identify improvement opportunities
- Analyze performance and response quality of agents and provide individual feedback to enhance their effectiveness
- Ensure established procedures are followed by agents and propose improvements if necessary
- Participate in maintaining and improving operational procedures for customer service
- Keep training documentation up to date and train new employees on company procedures and standards

**Key Qualifications**
- Personnel management experience
- University degree or equivalent
- Strong customer orientation and ability to provide exceptional service
- Initiative and ability to make informed decisions
- Excellent proficiency in written and spoken French and English
- Excellent organizational, autonomy, and leadership skills
- Bonus: Knowledge of the Shopify environment.

**Benefits**
- Being part of a young and fast-growing company
- Advancement opportunities
- Discounted Good Protein products
- Discounted healthy prepared meals
- Flexible schedule
- Stimulating and dynamic work environment
- Access to a full gym
- Outdoo

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