Customer Experience Specialist

6 months ago

Vancouver, Canada Melanie Auld Jewelry Full time

**Description**:
Melanie Auld Jewelry was founded with a deep appreciation for the genuine connections we make with the people and places in our lives. We believe that everyone has a unique story to tell, and our brand is dedicated to celebrating life’s significant and everyday moments through thoughtful design and meaningful jewelry. If you are seeking a fulfilling career that offers new challenges, growth opportunities and the chance to work alongside like-minded, inspirational, and driven individuals, you will feel right at home.

**What The Position Is**:
As a Customer Experience Specialist, you will play a pivotal role in representing our brand to our online customers, addressing their inquiries and managing their orders. Your primary objective is to serve as brand ambassador for Melanie Auld Jewelry, prioritizing customer needs and ensuring their utmost satisfaction.

**Responsibilities**:

- Understand and assess customer needs to ensure a personalized and gratifying interaction.
- Foster enduring relationships and build trust with customers through open, interactive, and clear communication that aligns with the MAJ brand voice.
- Process all assigned customer return and warranty requests, ensuring seamless experiences.
- Adhere to MAJ procedures, guidelines, and policies.
- Go above and beyond to exceed customer expectations.
- Embrace innovation and stay updated with industry trends to enhance our customers’ experiences continuously.

**You are**:

- Proficient in multitasking and adept at thriving in a fast-paced environment.
- A self-starter, driven by continuous learning and personal growth.
- Patient, empathetic, and an exceptional communicator.
- A problem solver and big picture thinker who enjoys finding creative solutions.
- Able to collaborate effectively within a team and independently manage and prioritize tasks.
- Proactive in seeking feedback, asking clarifying questions, and resolving issues in a non-confrontational way.

**Requirements**:

- Possess a minimum of 1 year of experience in a customer service-oriented role.
- Strong communication skills.
- Proficiency in using customer support software and tools to manage inquiries and orders efficiently.
- Ability to remain calm and composed in challenging situations, with the aptitude to handle customer complaints and resolve issues with empathy and professionalism.
- Experience with Shopify, Gorgias, and/or Lightspeed is a plus

**Benefits**:

- Competitive health benefits, including extended medical, dental, and disability coverage.
- Generous staff discounts on our jewelry.
- We are a member of the Translink Transit Friendly Employer Program, offering subsidized transit passes to employees.
- Our office is located in the heart of Kitsilano.

**Compensation**:

- Hourly rate: $18-$20/hr, based on a 35hr work week Monday-Friday

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