Customer Experience Engineer Jobs

Relevant project management and/or market research experience an asset

Manage the launching and ongoing maintenance of research studies

Outstanding verbal and written communication skills

Excellent problem solving, critical thinking and analytical skills

Self-starter with superior organization skills who thrives in a deadline driven environment

Creation and maintenance of technical specifications in proprietary software for study questionnaires

Knowledge of Word and Excel and knowledge of Internet research methods

2 to 5 years of relevant experience (asset)

Projects and responsibilities that live up to your expectations and make you want to come to work every day

Welcoming passengers and providing friendly, proactive and quality customer service

Solve problems, e.g. those related to passenger complaints

Very good command of the French and English languages, both written and spoken

Have proven customer service skills through work or community involvement

Have strong technical skills and the ability to promote digital and self-service banking options to our customers

Internal training to support your career growth and enhance your skills

A competitive compensation and benefits package

Taking a proactive approach to discovering our customer's needs and listening to understand what they are asking for

Processing day to day transactions

Knowledge of Word and Excel and knowledge of Internet research methods

2 to 5 years of relevant experience (asset)

Projects and responsibilities that live up to your expectations and make you want to come to work every day

What We Can Offer You

Welcoming passengers and providing friendly, proactive and quality customer service

Solve problems, e.g. those related to passenger complaints

Great computer skills including knowledge and experience with customer relationship management software (CRM)

Collaborate closely with internal stakeholders sales, marketing, and account management teams to enhance the customer experience

Demonstrated ability to collaborate with others is essential, as well as strong project management and problem-solving expertise

Candidates who possess strong interpersonal, customer service, and communications skills, including strong listening capabilities

Use collected information to identify gaps and recommend strategies to strengthen customer experience metrics

Proven ability to interpret and analyze data to enhance customers' experiences

Evaluating and promoting effective processes for Project Management, from initial contract award to project conclusion, including interaction between various corporate departments

Reporting on, and management of Key Performance Indicators related to project execution and client satisfaction

Chairing Monthly Management meetings, and Quarterly Development Reviews

Participating with senior management including Weekly Standup, Monthly Onsite, Quarterly Offsite and Annual Business Planning

Arbitrate and negotiate at the appropriate level (with customers, suppliers and internal functional management) without unduly requiring higher-level intervention

Hiring, mentoring and managing the performance of Project Managers, Project Coordinators and technical resources

Communicate with Manager on Duty for direction and projects/tasks

Support store in any tasks needed to provide most efficient experience for customers, including but not limited to:

Ability to meet the physical requirements of the job:

Ability to multi-task and manage multiple projects at once

Be ready and able to assist customers in the absences of a Client Advisor

Partner with Client Advisor team to ensure customers are receiving the most efficient and best service possible during their visit

Strong computer skills and experience working with Windows 10, Microsoft Outlook and other Microsoft Products

You'll maintain an updated knowledge of the organization's product, services, and customer service policies

You'll keep customers updated on progress of their claims, service parts requests, shipping dates, quality issues, availability, pricing, and product knowledge

Minimum two (2) years of experience working as a Customer Care Specialist, Agent, or Account Representative (preferred)

Excellent reading, written and verbal language skills (English)

Previous experience working with a ticketing system similar to Zoho Desk or Mapics-AS400

Proactively identify improvement areas to enhance customer experience and operational efficiency;

At least 2 years of relevant professional experience;

Excellent communication skills and ability to influence senior stakeholders;

Prior experience in the online gaming industry will be considered a strong asset.

As a Customer Experience Analyst you will:

Prepare and execute customer research by using various techniques (customer interviews, online surveys, focus groups, etc.);

Have proven customer service skills through work or community involvement

Have strong technical skills and the ability to promote digital and self-service banking options to our customers

Internal training to support your career growth and enhance your skills

A competitive compensation and benefits package

Taking a proactive approach to discovering our customer's needs and listening to understand what they are asking for

Processing day to day transactions

Empathize with every aspect of the customer experience, leading initiatives to continuously improve how, why, and when customers receive support

You have relevant professional experience and maintain a keen interest in providing outstanding customer support experiences

You are hardworking and eagerly embrace the challenge of solving problems, both with software and soft skills

You have a post-secondary degree or equivalent professional experience

Provide fast, accurate and personalized communication to Slack users through: email, phone, live chat, and social media

Identify and surface customer trends, helping to implement process improvements in collaboration with relevant teams across Slack

Empathize with every aspect of the customer experience, leading initiatives to continuously improve how, why, and when customers receive support

You have relevant professional experience and maintain a keen interest in providing outstanding customer support experiences

You are hardworking and eagerly embrace the challenge of solving problems, both with software and soft skills

You have a post-secondary degree or equivalent professional experience

Provide fast, accurate and personalized communication to Slack users through: email, phone, live chat, and social media

Identify and surface customer trends, helping to implement process improvements in collaboration with relevant teams across Slack

· Leverage technology to create digital capabilities and automation where possible

· Build strong alignment with peers in Compliance, Product, Marketing, Finance and other areas

· Create proactive, repeatable processes and playbooks to drive consistently-strong Customer Experience

· Drive cross-functional focus on Customer Outcomes, Value, and Experiences

· Relevant industry qualifications, specifically in insurance preferred

· 10+ years of experience working in leadership with call centre/sales operations

Experience using a Warehouse Management System and/or ERP (Shipmonk, Shipbob)

Experience using Kustomer, Gorgias or Zendesk ticketing platforms. We utilize Kustomer, but Gorgias and Zendesk offer similar functionality.

Role involving team management opportunities

Overall strong English Reading, Writing and Speaking Skills

Ability to use our Internal Knowledge Base documents to expand on initial training and help problem solve unique Customer Questions.

Understanding the importance of logging Quality Control issues, everything from products to shipping to site issues and the overall customer experience.

Ensure all front end policies and procedures are followed; achieve your KPIs and manage your team to achieve their role KPIs

Manage and execute shrink and safety programs

Serve as Manager on Duty (MOD)

Acknowledge customers, help locate the product and provide solutions

Manage and execute the shrink and safety programs

To review a comprehensive list of benefits, please visit

Empathize with every aspect of the customer experience, leading initiatives to continuously improve how, why, and when customers receive support

You have relevant professional experience and maintain a keen interest in providing outstanding customer support experiences

You are hardworking and eagerly embrace the challenge of solving problems, both with software and soft skills

You have a post-secondary degree or equivalent professional experience

Provide fast, accurate and personalized communication to Slack users through: email, phone, live chat, and social media

Identify and surface customer trends, helping to implement process improvements in collaboration with relevant teams across Slack

Be an expert in Callia products and demonstrate this knowledge (floral and non-floral) to customers.

Develop and publish best-in-class customer experience responses

Analyze and optimize processes and systems, ensuring the best customer experience while managing business needs

One year experience in hospitality and/or customer service is an asset

Very personable, with extraordinary customer service skills and genuine empathy, practiced in a professional setting

Demonstrated experience with problem-solving on the fly

Scope new analytical and reporting requirements in partnership with stakeholders to develop prototypes and operationalize analytical tooling

Contribute to the organizational business intelligence body of knowledge, including process diagrams and documentation, to ensure business continuity and scalability

A minimum of 3 years experience in analytics with a focus on driving business impact

Proficiency in querying and analyzing large data sets using SQL; Python knowledge is an asset

Comprehensive knowledge of the ETL process and tools

Experience with data visualization tools (e.g., Tableau, Looker)

Have proven customer service skills through work or community involvement

Have strong technical skills and the ability to promote digital and self-service banking options to our customers

Internal training to support your career growth and enhance your skills

A competitive compensation and benefits package

Taking a proactive approach to discovering our customer’s needs and listening to understand what they are asking for

Processing day to day transactions

• Advise and support on the analysis and design of solving complex customer experience problems and challenges

• Support the development of customer experience strategy and supporting governance

• Execution, support and quality assurance of CX strategy work streams (e.g. channel strategy)

• Lead the translation of customer research and insights into action plans

• Support the development of materials for different audiences (e.g. Executive Leadership Team, internal meetings, etc.).

For more information on Affinity, please visit www.affinity-group.ca