Bilingual Customer Experience Specialist

We are looking for a Bilingual Customer Experience Specialist who is extremely driven and customer-focused to help us deliver a best-in-class retail experience. In this role, you will communicate through multiple channels including email, phone and live chat. You will also be the point person for our customers.

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

Schedule: 09:15AM - 5:45PM or 12:00- 8:30 PM EST - various schedule

In this role you will:

• 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 strive to ensure that the most customers possible are helped by balancing the most 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 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 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

The Qualifications and Experience we like to see:

• 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 8:30 pm EST
• Excellent verbal and written communication abilities (English and French)

The knowledge of English is required for this specific position as the incumbent will interact on a consistent and regular basis with English-speaking stakeholders located outside of Quebec.

Why our team members enjoy working at Silk & Snow:

• We prioritize diversity and inclusivity in our company culture
• Growth opportunities with an emphasis on hiring from within
• You will be exposed to a streamlined training process and receive guidance and support that will set you up for success during and after training
• You can access our LifeSpeak learning platform with lots of free courses taught by experts to support your personal and professional development
• We offer a competitive benefits package, which includes but is not limited to medical, dental, and vision. Additionally, we offer paid time off
• Employee discount on all products and a free mattress and bedding set offered upon completion of the probationary period
• Make a meaningful impact on our customers' sleep habits, contributing to their overall well-being
• We foster 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

Additional information

This is a current open position. The hourly rate for this position is $21.00.

Our recruitment process incorporates various screening technologies, which may include AI, to screen for employability or suitability. Human recruiters review all applications.

Inclusion & Belonging

We are committed to building a company culture of inclusion and diversity where differences are embraced and valued, this allows us to better understand and meet the needs of our customers and the communities we serve. We want to ensure every job applicant is treated fairly and with respect regarding race, national or ethnic origin, religion, age, gender, sexual orientation, or disability. Upon request, accommodations are available during all stages of the recruitment process.

At Silk & Snow, we create products that turn your house into a home. We help bring affordable luxury to our customers every day by providing them with meticulously crafted and manufactured sleep products that elevate your personal sanctuaries and give you the rest you deserve.

We make every decision by following three principles. We always use better materials, ensure that every product is thoughtfully manufactured, and above all, ensure transparency in everything we do. 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 family, their home and the planet.