Customer Service Specialist

2 weeks ago

Vancouver, Canada Silk & Snow Inc. Full time

Silk & Snow is a Toronto-based, digitally native retailer of responsibly made sleep essentials. You will have the opportunity to join a fast-growing start-up company and work on a team with full in-house marketing, product design, and supply chain capabilities.

The title of **Customer Experience Specialist** is perfect for you if you enjoy working with customers and possess exceptional customer service and organization skills. You also love to dive deep into a new product to learn it inside and out and are highly adaptable, dynamic, and eager to take on the different challenges and tasks that come with working for a mid-sized company.

**Responsibilities**:

- Assist customers by answering customer questions and providing information about Silk & Snow products. You will be responsible for taking them from the point of discovery to closing the sale.
- Help respond to post-sale customer inquiries, follow up on customer questions related to orders or deliveries, and successfully solve problems through proactive follow-up on issues and effective de-escalation strategies.
- Maintain an open line of communication with the Customer Experience team ensuring that all key issues are addressed in a timely fashion
- Liaise and follow up with our courier and warehouse partners daily to track orders and ensure the delivery of orders is as smooth as possible for our customers
- Communicate and manage relationships with various suppliers and vendors

About You:

- You are coachable, flexible, and self-motivated.
- Must be available on a full-time basis or an as-needed basis, with an understanding of potential shifts until 8 pm
- You are willing to be adaptive and reorient priorities as new information is presented or developments occur.
- You are highly focused on providing exceptional service to our customers.
- You are detail-oriented, meticulous, and analytical.
- You possess a positive attitude, enjoy solving problems, and are eager to take on new and challenging tasks.
- You are a team player who thrives in a collaborative environment but you also possess critical thinking to allow you to make decisions on your own when required to do so.
- You are skilled at working with all types of customer personalities, understanding customer needs
- You are meticulous and enjoy always keeping a space organized and clean

Required:

- Highly effective communication skills both written and spoken (ability to communicate in English is mandatory)
- Experience in customer service roles or retail sales
- Self-starter that needs little to no supervision
- Excellent interpersonal skills: you can make a personal and genuine connection with customers in service of helping them feel confident about their purchase.
- **Must be available to work weekends**

Work Location: In person

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