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We are looking for a bilingual Customer Happiness Specialist to join the rapidly growing Cozey team. In this role, the Customer Happiness Specialist will be focused on delivering 7-star customer experience daily and assisting in daily operations.
The ideal candidate for this position is a dynamic and creative customer experience expert. This person has excellent communication and interpersonal skills, with the desire to go above and beyond for our customers. This position presents a great opportunity to participate actively in the early days of a Canadian start-up, and build a culture rooted in customer-obsession.
Cozey is Canada’s first sofa-in-a-box direct-to-consumer company. It all started with the idea to simplify Canadians’ lives and to create a simpler (and better) furniture moving experience. By innovating Canada’s first sofa-in-a-box, we are helping Canadians solve this problem and creating an effortless customer experience. We focus on personalization, simplicity, value proposition and connectedness to achieve our mission of delivering 7-star customer experience. The sofa is the first step; the entire home is where we are going.
With a hybrid arrangement combining our new offices in Ville-Mont-Royal and a remote work environment, we intend to create a culture where you can grow and make an impact in ways you never thought possible. We want you to succeed and develop as a professional and as a person and grow your skillset. There is lots to develop and lots to learn!
What You’ll Be Doing:
Answer inquiries from potential customers via phone, chat, email, and social media (using ZenDesk)
Stay up to date on products, future launches, marketing campaigns, and logistical operations to maximize customer experience
Build rapport with potential customers based on our brand value of customer obsession
Troubleshoot checkout, ordering or assembly issues with customers
Go above and beyond to support customers by placing orders manually through Shopify
Continue the 7-star experience by following up with customers post-sale
Find creative solutions for post-sale issues
Collaborate with operations team to prioritize special orders
Process returns with delivery partners such as Purolator and Nationex
What We’re Looking For:
Experience in customer service (at least 2 years)
Customer contact centre experience is a plus
Excellent service aptitude, resourcefulness, “Make It Happen” mentality
Fluent in French and English (written and spoken)
Weekend availabilities
What We Offer:
Flexible hybrid work environment to suit your needs, work from home or in-office
Competitive salary: $37,500-$45,000 annually, depending on experience
Job Types: Full-time
Generous paid time off
Dynamic and inclusive work culture
Dog-friendly office space
Opportunity to rapidly expand your career with a fast-growing start-up
Our culture is deeply rooted in growth focused on customer experience and upheld by a team of smart, dynamic, and enthusiastic people. We utilize data to constantly learn, improve, and adapt. We foster an environment where everyone is encouraged to share their ideas, push boundaries, take risks, and witness their visions come to life. We want to give you every tool for you to be wildly successful!
If this looks like something you could see yourself doing, we’d love to speak with you! Until then, stay cozey.
Job Type: Full-time
Salary: $42,000.00-$48,000.00 per year
Experience:
- Customer Service: 1 year (required)
- Contact Centre: 1 year (preferred)
Language:
- fluent French (required)
- fluent English (required)
Work Location: Remote
