Remote Customer Service Representative supporting healthcare billing patients for IKS Health. Handling calls, payment plans, financial assistance, and account resolution.
About the role
- Bilingual Customer Experience Specialist supporting Silk & Snow customers through phone, email, and live chat. Resolving product, order, and delivery issues for an affordable luxury sleep-products company.
Responsibilities
- Answer customer questions in French and English and provide information about Silk & Snow products
- Provide customer service through phone, email, and live chat
- Balance efficient handling time with friendly and approachable customer service
- Respond to post-sale inquiries and follow up on order and delivery questions
- Resolve customer issues through proactive follow-up and de-escalation strategies
- Communicate with the Customer Experience team to address key issues promptly
- Liaise daily with courier and warehouse partners to resolve concerns and support smooth order delivery
- Manage relationships with suppliers and vendors
Requirements
- Minimum 1 year of customer service, retail sales, or a transferable/related field experience
- Ability to work with all types of customer personalities and understand customer needs
- Proficiency in browser-based and mobile-based applications
- Ability to work independently and within a team
- Ability to multitask and thrive in a fast-paced, high-volume calls and emails environment
- Detail-oriented, meticulous, and analytical
- Strong focus on providing exceptional customer service
- Positive attitude and problem-solving ability
- Availability to work different shifts on a full-time basis or as-needed basis, including shifts until 8:30 pm EST
- Excellent verbal and written communication abilities in English and French
- English required to interact regularly with English-speaking stakeholders outside Quebec
Benefits
- Diversity and inclusivity-focused company culture
- Growth opportunities with an emphasis on hiring from within
- Streamlined training process with guidance and support
- LifeSpeak learning platform with free personal and professional development courses
- Competitive medical, dental, and vision benefits package
- Paid time off
- Employee discount on all products
- Free mattress and bedding set upon completion of the probationary period
- Supportive environment fostering work-life balance
- Career growth and advancement opportunities
- Accommodation available upon request during all stages of the recruitment process
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