Customer Experience Outfitter 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

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

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.);

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.

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

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)

• 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

Excellent organizational, time management and problem solving skills

Effectively and efficiently coordinate with other internal departments, property management, consultants, suppliers and warranty providers

Intermediate to advanced working skills in Microsoft Office, database and CRM software; knowledge in Maximizer and Conasys is an advantage

An interactive work environment with dynamic daily requirements.

Opportunities for Growth and upskilling

Identify and report potentially contentious or recurring incidents in a timely manner to supervisor for fast-track resolution

Coordinate and communicate the daily task assignments to the Customer Experience Representatives

Communicate sales goals to the Customer Experience Representatives

We love books and all things beautiful

We are Canada’s Cultural Department Store

Books are our heart and our soul and Great Books are JUST the Beginning…

We exist to add joy to our customers’ lives each and every time they interact with us and our products

Minimum of 5 years of management experience required.

Excellent leadership and team management skills, with a track record of building and developing high-performing teams.

Strong project management skills, with the ability to prioritize and execute multiple initiatives simultaneously.

Strong knowledge of customer experience best practices, support methodologies, and industry trends.

Customer Retention and Relationship Management:

Define and implement a customer experience strategy aligned with the organization’s vision and goals.

You possess strong business process mapping & management, project management, and technical skills

You’ll partner with cross-functional teams to execute customer experience initiatives to realize customer and business benefits

You’ll proactively develop recommendations to continuously advance enterprise-wide customer experience capabilities

You’ll work closely with the VP of Experience to define and implement goals, objectives, and determine success criterias

You’ll partner with key stakeholders to define and apply rigorous prioritization criteria to improve experiences, streamline processes and drive operational efficiencies

You’ll work with external partners to identify new technology that will optimize the Neo customer experience and business results.

1-2 years of experience in a customer service, merchandising or operations role

Demonstrated commitment to creating an exceptional employee and customer experience

Knowledge of Provincial Health & Safety standards

We love books and all things beautiful

We are Canada’s Cultural Department Store

Books are our heart and our soul and Great Books are JUST the Beginning…

Supports Leadership Team to train and coach a high-performing Customer Experience Representative Team

Makes recommendations and keeps Leadership informed regarding Customer Experience Representative Team performance

Prior experience in a Shift Leading position preferred

Demonstrated commitment to creating an exceptional employee and customer experience

We love books and all things beautiful

We are Canada’s Cultural Department Store

Experience in a customer-service role specializing in complaints management and escalations

Additional Knowledge, Skills, And Abilities

Identify and alert upper management of potential high business impact events

Ability to do an in-depth analysis of customer issues and provide recommendations to senior management for executive escalations

The Customer Experience Analyst will handle inquiries and escalations via phone, email, social media, and in-person channels

Effectively manage workload to meet deadlines and productivity goals

Strong networking and relationship skills with demonstrated client management skills.

Project management experience is an asset.

Minimum of three years of experience in a corporate environment.

Outstanding communication skills – listening, written and verbal.

Ability to work under pressure, meet tight deadlines, prioritize and manage multiple marketing tasks, projects, and deadlines all without jeopardizing quality.

Strong planning and problem-solving skills.