Global Customer Experience Associate

6 days ago

Winnipeg, Manitoba, Canada Sleep Country Full time

About Us

At Silk & Snow, we craft products that turn homes into havens. Our mission is to bring affordable luxury to customers every day by providing meticulously designed and manufactured sleep solutions that elevate personal sanctuaries and give people the rest they deserve.

We make every decision by following three guiding principles: using better materials, ensuring thoughtful manufacturing, and maintaining transparency in all our endeavors. We're proud of our products, and we want to give our customers the confidence to know that they are purchasing better products for their families, homes, and the planet.

About the Role

We're seeking a highly driven and customer-focused Global Customer Experience Associate to help us deliver a best-in-class retail experience. In this role, you will communicate with customers through various channels, including email, phone, and live chat. You will also be the primary point of contact for our customers.

If you enjoy working with customers and possess exceptional customer service and organizational skills, if you are highly adaptable, dynamic, and eager to take on different challenges, we want to hear from you.

Schedule: Monday to Friday and Sunday to Thursday (12:00 - 8:30 PM EST)

Key Responsibilities:

  • Assist customers by answering questions in French and English and providing information about Silk & Snow products
  • Provide exceptional customer service virtually through phone, email, and live chat, always striving to ensure that the maximum number of customers possible are helped while balancing efficient handling time with friendly and approachable customer service
  • Help respond to post-sale customer inquiries, follow up on customer questions related to orders or deliveries, and successfully resolve 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 resolve customer concerns and ensure the delivery of orders is as smooth as possible for our customers
  • Communicate and manage relationships with various suppliers and vendors

Requirements

What We Are Looking For:

  • Minimum 1 year of customer service or retail sales or a transferable/related field
  • Skilled at working with all types of customer personalities and understanding customer needs
  • Proficiency in browser-based and mobile-based applications
  • Ability to work independently and within the team
  • Ability to multitask and thrive in a fast-paced environment with a high volume of calls and emails
  • Be detail-oriented, meticulous, and analytical
  • Be highly focused on providing exceptional service to our customers
  • Have a positive attitude, enjoy solving problems, and are eager to take on new and challenging tasks
  • Must be available to work different shifts on a full-time basis or an as-needed basis, with an understanding of certain shifts until 9:00 pm EST
  • Excellent verbal and written communication abilities (English and French)

Salary: $45,000 - $60,000 per annum, depending on experience

Benefits:

  • Prioritized diversity and inclusivity in company culture
  • Growth opportunities with an emphasis on hiring from within
  • A streamlined training process and guidance and support that will set you up for success during and after training
  • Access to our LifeSpeak learning platform with free courses taught by experts to support your personal and professional development
  • A competitive benefits package, including medical, dental, and vision coverage, plus paid time off
  • An employee discount on all products and a free mattress and bedding set offered upon completion of the probationary period
  • The opportunity to make a meaningful impact on our customers' sleep habits, contributing to their overall well-being
  • A healthy work-life balance with our company's supportive environment
  • This is not just a job but a CAREER with potential opportunities for growth and advancement

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