Customer Experience Specialist

**Company Description** Join Our Team as a Customer Experience Specialist**

Are you passionate about creating exceptional customer experiences? Do you thrive in a fast-paced, collaborative environment where your skills in technology, communication, and problem-solving make a real impact? If so, we want you on our team

As a **Customer Experience Specialist**, you’ll play a pivotal role in shaping how our customers interact with our brand across digital platforms. From optimizing chatbot operations to managing social media responses, you’ll ensure every touchpoint reflects our commitment to excellence in the retail e-commerce space. This is your chance to make a difference and grow your career in a dynamic and innovative company.
**Job Description** What You’ll Do**:
**1. Chatbot Wizardry**:

- Keep our chatbot engaging, accurate, and always ready to help by updating workflows and expanding functionality.
- Monitor performance metrics and implement improvements based on customer insights.
- Collaborate with internal teams to align chatbot features with business goals.

**2. Customer Service Platform Champion**:

- Manage and optimize our customer service platform (e.g., Dixa, Zendesk) for seamless support.
- Troubleshoot technical issues and enhance the platform’s usability for the team.
- Be the go-to resource for customer service team members needing platform support.

**3. Social Media & Online Reputation Guru**:

- Engage with customers on social media platforms by responding to inquiries and comments promptly and professionally.
- Address feedback on review sites like Google, Yelp, and Trustpilot
- Escalate complex issues to the appropriate teams and ensure resolutions are achieved.

**4. Content Creator Extraordinaire**:

- Develop and maintain knowledge base articles, chatbot scripts, FAQs, and response templates that align with our brand’s tone.
- Keep all content updated to reflect current policies, offerings, and trends.

**5. Data-Driven Innovator**:

- Track key performance metrics for digital platforms and analyze data to identify improvement opportunities.
- Provide actionable insights to enhance efficiency, response times, and customer satisfaction.

**6. Collaborative Team Player**:

- Partner with customer service, marketing, and e-commerce teams to ensure digital interactions support broader business goals.
- Act as the voice of the customer, sharing feedback to drive service improvements.

**Qualifications** What We’re Looking For**:
**Education**:

- Bachelor’s degree in Marketing, Communications, Business, or a related field (or equivalent experience).

**Experience**:

- 2-4 years in customer service, digital communication, or e-commerce support roles.
- Hands-on experience with customer service platforms and chatbot tools like Dixa, Zendesk or LiveChat.

**Skills**:

- Strong written communication with impeccable attention to detail in both English and French.
- Familiarity with social media management tools like Hootsuite or Sprinklr.
- Analytical mindset with the ability to interpret data and recommend solutions.

**Key Attributes**:

- Customer-focused, proactive, and always ready to solve problems.
- Resourceful, adaptable and eager to embrace new tools and technologies autonomously.
- Collaborative spirit with a drive to work across teams and achieve shared goals.

**Additional Information** Why Join Us?**
- Be part of a team that values innovation, collaboration, and exceptional customer experiences.
- Opportunity to grow your career in a supportive and dynamic environment.
- Play a key role in shaping how customers interact with a leading brand in the e-commerce space.