Customer Experience Specialist

5 months ago

Ottawa, Canada Obasan Ltd. Full time

Since 1985 Obasan has been manufacturing unique comfort offerings to their customers throughout North-America. We strive to please every customer with above and beyond expectation, prior, during and even after they’ve taken delivery of their products.

The successful applicant will be in charge of overseeing the growth and success of customer interactions, and improve customer experience throughout the sales process.

The Opportunity:

- Front line customer experience specialist via online chat and customer related meetings.
- Accepting and processing new orders from E-Commerce, network of authorize retailers and our in-house sleep specialist Keeping our customers aware of their order status, fulfillment, invoicing and payments.
- Making necessary shipping arrangement, and providing customers with tracking details. Scheduling local deliveries, prioritizing rush request
- Advice and resolve all customer issues to Obasan high level of satisfaction
- Prepare thank you and referral packages
- Assistant to in-house sleep specialist
- Monitor outstanding customer orders in the production process and work with the Operations Manager to ensure a timely completion. Provide feedback to customers as required;
- Prepare and package all Customer Referral surprise gifts and
- Referral marketing leaflets;
- Document important customer information for future reference;
- Collect and record customer feedback and information, and share that with appropriate departments and team members;
- Assist the Operations Manager and Shipper/Receiver in coordinating/communicating specialized deliveries and installation instructions with third party contractors;
- Coordinate installation instructions with 3 rd party delivery

Job requirements:

- Communications skills in both English and French
- Strong communications and interpersonal skills
- Organized, independent, able to work under pressure to meet deadline and multi-task
- 2 Years of experience in a customer service-related role.

**Salary**: Annual competitive salary + Bonus

Depuis 1985, Obasan fabrique des produits uniques au confort ultime pour ses clients provenant de partout en Amérique du Nord. Nous cherchons constamment à plaire à nos clients et à surpasser leurs attentes avant, pendant et même après qu'ils ont reçu leurs produits.

Description de travail:

- Spécialiste de l'expérience client en première ligne via le chat en ligne et les réunions liées aux clients.
- Acceptation et traitement des nouvelles commandes provenant du commerce électronique, du réseau de détaillants autorisés et de nos spécialistes du sommeil internes.
- Tenir nos clients informés de l'état de leur commande, de son exécution, de sa facturation et de ses paiements. Organiser les expéditions nécessaires et fournir aux clients les détails de suivi.
- Planification des livraisons locales, priorisation des demandes urgentes.
- Conseiller et résoudre tous les problèmes des clients pour atteindre un niveau de satisfaction élevé chez Obasan.
- Préparer des remerciements et des colis de recommandation. Assistant du spécialiste du sommeil en interne.
- Surveiller les commandes clients en attente dans le processus de production et travailler avec le responsable des opérations pour assurer une achèvement en temps voulu.
- Fournir des commentaires aux clients selon les besoins.
- Préparer et emballer tous les cadeaux surprises de recommandation des clients et les dépliants de marketing de recommandation.
- Documenter les informations importantes sur les clients pour référence future.
- Recueillir et enregistrer les commentaires et informations des clients, et les partager avec les départements et les membres d'équipe appropriés.
- Aider le responsable des opérations et l'expéditeur/réceptionnaire à coordonner/communiquer les livraisons spécialisées et les instructions d'installation avec des sous-traitants tiers.
- Coordonner les instructions d'installation avec la livraison de tiers.

Exigences:

- Habileté à communiquer en anglais et en français
- Aptitude exceptionnelle en matière d'écoute des clients et expérience liée au traitement des appels, des courriels et des _chats_
- Solides compétences en communications et interpersonnelles
- Personne organisée, indépendante, polyvalente, pouvant travailler sous pression en vue de respecter les échéances
- Une expérience de 2 ans en service à la clientèle est importante

Salaire : Salaire annuel compétitif+ prime

**Job Types**: Permanent, Full-time

**Salary**: From $48,000.00 per year

Schedule:

- 8 hour shift
- Monday to Friday

Supplemental pay types:

- Bonus pay

**Language**:

- French (required)

Work Location: In person

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