Customer Experience Agent supporting Dressly users via email and chat. Helping the fashion - tech startup improve support flows and service efficiency.
About the role
- Bilingual customer support specialist assisting Silk & Snow customers with sleep-product questions, orders, and deliveries. Handling phone, email, and live-chat inquiries in English and French.
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 service
- Respond to post-sale inquiries and follow up on order and delivery questions
- Resolve customer problems through proactive follow-up and de-escalation strategies
- Maintain communication with the Customer Experience team to address key issues promptly
- Liaise with courier and warehouse partners daily to resolve customer 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
- 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 a team
- Ability to multitask and thrive in a fast-paced environment with a high volume of calls and emails
- Detail-oriented, meticulous, and analytical
- Highly focused on providing exceptional customer service
- Positive attitude and willingness to solve problems and take on new and challenging tasks
- 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 for regular interaction with English-speaking stakeholders outside Quebec
Benefits
- Growth opportunities with an emphasis on hiring from within
- Streamlined training process with guidance and support during and after training
- Access to the LifeSpeak learning platform with free courses taught by experts
- Competitive benefits package including medical, dental, and vision
- 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
- Opportunities for growth and advancement
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Degree requirement
No Education Requirement
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