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Customer Experience Agent
3 weeks ago
**Customer Experience Agent - VitaminLab** **About Us**: Founded in 2017, VitaminLab is an award-winning organization that has been recognized as a Top Growth Company in Canada. Our mission is to change how people take vitamins and focus on personalization. We work with partners and practitioners to create a supplement unique to the needs of individuals based on blood, urine, genetic testing or individual preferences. We bring affordable, high-quality formulas to health-minded people all over the planet. Our team is growing rapidly along with our brand and we are looking for health and growth-minded people to join us at our HQ in beautiful Victoria, BC as we expand across the globe. **About the Role**: This position may be based in Victoria, BC (In-person, Hybrid or Remote) or remotely in Canada. We do require availability Monday to Friday between the working hours of 8 am and 4:30 pm PST. **Responsibilities of the Role**: - Closely monitor communication platforms and respond to customer requests, queries, and frustrations. - Navigate across many technological platforms to get to the bottom of customer issues and create solutions. - Chat with customers about their personalized formulas and make recommendations to help them reach their goals. - Share proactive ideas for improving our products and services. - Work with the Head of CE as well as Product and Marketing teams to roll out initiatives to increase customer satisfaction. - Communicate with various departments to implement solutions and get results for the client. - Act as a quality assurance enforcer with new website updates, new customer initiatives and any other required support. - Pitch in with the team on anything pressing that develops **You must**: - Have 2+ years of experience in customer facing roles. - Love helping others - you care about people and their experience with our brand. - Be uber organized - things change quickly in startups, you’re good at keeping track of things and staying calm under pressure. - Pick things up quickly - you’re naturally curious and quick to learn new things via training and self directed research. - Be calm in challenging situations - when things go wrong or people are unhappy, you bring a sense of calm, common sense and empathy to the situation. You know that there’s a solution and you’re happy to help find a middle ground when necessary. - Have a solid technology acumen - you’re comfortable with online platforms and are keen to learn new systems. - Have excellent written and communication skills and an ability to represent the brand well - Have a desire to grow your career alongside the company. - Have a sense of humour We take our work seriously but we have fun doing it. **Other Assets (preferred but not required)**: - Holistic Nutrition education. - Experience with e-commerce platforms and online payment processing. - Proficiency in Google workspaces including sheets, docs, teams, meets, and drive. **Our Amazing Perks & Employee Programs**: - Personal Fridays: Enjoy every other Friday off - Paid Vacation Time - 5 Paid Sick Days (if you need them, we have you covered) - Extended Health and Dental Benefits - Fitness and Wellness Account - Your Own Personalized Supplement Plan - Professional Development Allowance - Remote/Hybrid friendly with Kwench access to those living in Victoria, BC - Team Events and Socials - An opportunity to grow and make an impact on an amazing team **Please include a cover letter when applying, we'd love to hear about your interest in VitaminLab and, perhaps, nutrition/wellness and why you're excited about this role
