[Remote] Bilingual Customer Experience Specialist

Note: The job is a remote job and is open to candidates in USA. Silk & Snow is a company dedicated to creating affordable luxury sleep products for customers. They are seeking a Bilingual Customer Experience Specialist to assist customers through various communication channels and ensure a high-quality retail experience. The role involves addressing customer inquiries, maintaining communication with the Customer Experience team, and liaising with suppliers and vendors.

Responsibilities

• 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

Skills

• 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)

Benefits

• 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
• You can access our LifeSpeak learning platform with lots of free courses taught by experts to support your personal and professional development
• 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

Company Overview