Customer Experience Specialist

6 months ago

Vancouver, Canada Organika Full time

**Who are we?**

We are a premium natural health company from British Columbia, Canada, obsessed with helping people live healthier for over 30 years now

As trendsetters in the health industry, we strongly believe everyone should have accessibility to natural wellness solutions. We are award-winning innovators, whose collective commitment is to offer the highest-quality standards and put our customers first.

**Why work for Organika?**

Working with us means you will belong to a team of driven individuals who thrive in a versatile and ever-changing environment. We are on a journey to achieve our vision of being the _#1 guide for natural health in Canada_ and we are looking for individuals who are genuinely excited about this

Certified as a _Great place to Work®_ and a _Diversity Equity Inclusion Workplace_ we are serious about providing an environment that supports happy, healthy, and hungry individuals achieve their personal and professional dreams. With over 70% of our team holding nationalities outside of Canada, and the ability to speak over 25 different languages, we are a team that welcomes everyone.

Aside from being a part of a globally recognized brand, there are some great benefits as well Enjoy a bunch of OrganiPerks at your fingertips, including access to an on-site RHN, yoga, guided mediation, professional development allowance, fitness reimbursements, product discounts... just to name a few.

**Want to know more about the role?**

At our Head Office based in downtown Vancouver BC, this role will take responsibility for providing Organika’s Gold Standard customer experience across digital channels communication. This involves working with internal and external customers to ensure their experience with Organika is a positive and memorable one

Let’s get into the detail. This role will:

- Liaise directly with Go Direct to monitor, escalate or resolve inquiries, and ensure orders are flowing
- Monitor and respond using the live chat feature
- Create and maintain FAQ and CX templates for the business, and assist in updating product booklets
- Identify customer needs, respond to customer queries, and collaborate with internal departments to optimize customer services and brand awareness.
- Resolve complaints or issues and appropriately escalate to management for quick resolution
- Investigate and resolve discrepancies and troubleshoot B2C orders in a timely manner, including but not limited to invoice discrepancies, order cancellations, status requests, missing product etc.
- Monitor product reviews across all platforms (reddit, google reviews etc) and escalate or respond as appropriate
- Ensure all customer interactions and follow up actions are logged in our CRM
- Forward any engagement opportunities, influencers or partnerships potentials to the appropriate team members
- Analyze and report on industry and customer trends, researching each trend for viability within Organika
- Keep informed of evolving technology and CRM trends
- Support the team in ongoing projects to make improvements
- Advocate and deliver a gold level customer experience standard across the entire customer journey
- Cross-training for B2B customer experience
- Ensure consistent branding across all platforms when responding to customers
- Other duties and projects assigned as required

**Who would thrive in this position?**

You are an innovative and hungry individual who has the humility to learn and develop alongside your team.

To be successful in this role, you will need:

- Asset if you have 1+ years experience on a customer support team dedicated to creating out-of-this-world customer experience while serving high volume of messages
- Passionate about the customer and their experience
- Exposure to dynamic, fast paced and rapidly changing environments
- A professional demeanor with high service level expectations
- An organizational mindset and like working in a process driven work environment
- Teamwork skills and enjoy working together to achieve common goals
- The ability to build strong relationships with Customers
- You’re passionate about the health industry, hungry to learn and be a key part of a top-performing team
- You excel at keeping things (and people) organized.

If this sounds like a journey you want to be a part of, reach out

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