Customer Experience Representative

**CUSTOMER EXPERIENCE REPRESENTATIVE**

**BLU SLEEP**

Are you passionate about customer service and aspire to constantly increase the quality of service offered to customers, distributors and agents? Are you inspiring, energetic and dynamic? So join the ranks of BLU SLEEP and welcome to our team

BLU SLEEP, the leader in bedding products in Canada and the United States, is a company committed to its employees. Known for its commitment to customers and innovative products, BLU SLEEP is looking for a Customer Experience Representative

**THE ROLE**

**TOP 4 JOB RESPONSIBILITIES**

**1.** **EXERCISE A KEY ROLE IN CUSTOMER EXPERIENCE**
- Familiarize yourself with new products and new technologies offered at BLU SLEEP
- Be in charge of maintaining service levels (performance indicators) according to established standards, and working with the team to find solutions to achieve the objectives
- Represent our values and our culture.
- Share feedback received from our customers with the team to improve our service and product knowledge

**2.** **ACTIVELY PARTICIPATE IN IMPROVING THE CUSTOMER**
- Responsible for the daily management of the CRM system. Evaluate current tools and improve the rate of adoption of system functionalities to facilitate the work of the team.
- Stay informed of market trends and suggest improvements to maintain an exceptional level of service
- Participate, with the project team, in the definition of needs and the implementation of new tools / systems

**ACT AS A CUSTOMER SERVICE EXPERT**
- Take calls and respond to customer / partner needs according to BLU SLEEP
- Take calls / requests from customers who require a higher level of knowledge / expertise
- Support the team in solving complex problems. Take charge until complete resolution of situations that require in-depth analysis.

**4.** **BE THE VOICE OF THE BLU SLEEP CUSTOMER**
- Actively participate in the improvement of BLU SLEEP products by sharing the information received from customers / agents with the product development team
- Identify opportunities for new products by collecting customer suggestions and identifying trends in demand

**WHAT SUCCESS LOOKS LIKE**:

- **BY 6 MONTHS**You have successfully joined the team. You have assimilated our products as well as the various technologies in the field. The customers are informed on products launched during the last campaign at BLU SLEEP. Our customer service is always recognized as one of the best in the industry. You have identified the processes and methods to be improved and you are able to propose concrete solutions to optimize them.
- **BY 12 MONTHS**You are now in control of all the components of new and existing products. You are responsible for achieving the objectives related to our performance indicators and you are able to act positively with the teams to ensure the maintenance of this performance. You proactively and effectively follow up with BLU SLEEP teams and your teamwork is recognized. While being an essential resource for the customer service team, you are also one of the resources recognized at BLU SLEEP as being key to improving our products, through the information and ideas that you are able to share with the team.

**QUALITIES OF THE IDEAL CANDIDATE**:

- Recognized leadership
- Positive and professional attitude at all times
- Good and creative capacity in the search for solutions;
- Ability and interest in working in a team;
- Ability to work independently with excellent sense of organization and priorities;
- Excellent writing and communication skills in French and English

**QUALIFICATIONS & WORK EXPERIENCE**
- At least 2 years in customer service position
- Bilingual: French / English (oral and written)
- Strong computer skills: Excel, Word, Gmail etc.
- Comfortable with the latest technologies
- Knowledge of import and export an asset

If teamwork, commitment to customers, imagination and pleasure, integrity as well as energy and execution are part of you, send us your CV and your cover letter

Pay: $16.00-$20.00 per hour

**Benefits**:

- Extended health care
- Paid time off

Schedule:

- 8 hour shift
- Monday to Friday

Ability to commute/relocate:

- Laval, QC: reliably commute or plan to relocate before starting work (required)

**Education**:

- Secondary School (preferred)

**Experience**:

- Customer service: 3 years (preferred)

Work Location: One location