Job Description

The Customer Experience Assistant takes responsibility for providing our Gold Standard customer experience across digital channels communication with a focus on B2C. This involves working with internal and external customers to ensure their experience with us is a positive and memorable one

Key responsibilities

• Handle B2C customer inquiries via phone, email, and social media, providing prompt and professional support.
• Resolve customer issues by identifying root causes, offering solutions, and ensuring follow-up.
• Deliver exceptional service, including product knowledge, returns, and complaint resolution.
• Maintain accurate records of customer interactions and account processes.
• Support customer experience improvements through projects and process enhancements.
• Monitor and respond to social media inquiries in a timely, brand-consistent manner.
• Build trusting relationships with customers through clear and empathetic communication.
• Prepare and analyze reports to identify trends and recommend improvements.
• Act as a product expert and assist with training to enhance customer and team knowledge.
• Advocate for a gold-standard customer journey across all touchpoints.

Skills & Competencies required

• Proven experience in a customer service or customer experience role, preferably in a B2C environment.
• Exceptional communication skills, both verbal and written, with the ability to engage professionally across multiple channels (phone, email, social media).
• Strong problem-solving skills with a customer-first mindset.
• Proficiency in Microsoft Office Suite (Excel, Word, Outlook) and experience with CRM or ticketing systems is an asset.
• Highly organized with excellent time management and attention to detail.
• A proactive and collaborative team player who thrives on delivering exceptional customer experiences.
• Familiarity with e-commerce or consumer goods industries is a plus.

Working Conditions:

• Onsite
  
• Nightshift