Customer Experience Specialist - Remote

Overview

As a Customer Experience Specialist, you will play a key operational role within the CX team by managing escalations, analyzing data to identify areas for improvement, and supporting initiatives aimed at delivering exceptional service.

In Short

• Manage and resolve customer escalations.
• Respond to customer messages on social media.
• Participate in continuous improvement projects.
• Collaborate with local branches and internal teams.
• Conduct follow-ups to ensure customer satisfaction.
• Track and report KPIs related to customer experience.
• Identify and convert customer inquiries into sales opportunities.
• Work in a flexible schedule and telecommuting environment.
• Develop expertise in Canadian and American markets.
• Be part of a supportive and innovative team culture.

Requirements

• College diploma in business or equivalent.
• 1 to 3 years of experience in customer service and/or sales.
• Proficiency in MS Office Suite (Excel), Windows, email, and Internet research.
• Positive and empathetic attitude in written communications.
• Strong problem-solving skills and customer-oriented mindset.
• Excellent communication skills; proficiency in French is an asset.

Benefits

• Flexible schedule and telecommuting policy.
• Group insurance.
• Retirement plan with employer contribution.
• Paid vacation, personal days, and additional holidays.
• Employee and corporate discounts.
• Access to gym facilities.
• Subsidized meals at the office bistro.
• Employee assistance program.
• Social club activities.
• Many other benefits to discover.