Bilingual Customer Experience Specialist - remote

Silk & Snow Inc.; Canada; Remote; CAD 25,000 - 33,000; Full time

Benefits offered by this job

Medical benefits

Dental benefits

Vision benefits

Paid time off

Employee discount

Free mattress and bedding set

Job summary

Silk & Snow Inc. in Canada is seeking a Bilingual Customer Experience Specialist to deliver a best-in-class retail experience across email, phone and live chat.

You will be the main point of contact for our customers, handling inquiries in English and French with warmth, clarity and professionalism. You will support post‑sale questions, coordinate with couriers and warehouses, and strive to resolve issues promptly.

Qualifications

• Minimum 1 year of customer service or retail sales or a related field.
• Bilingual English and French communications are essential.
• Excellent verbal and written communication abilities in English and French.
• Proficiency with browser-based and mobile applications.
• Able to work independently and in a team.

Responsibilities

• Assist customers via email, phone, and live chat in English and French.
• Provide exceptional customer service and ensure high satisfaction while balancing response time.
• Handle post-sale inquiries related to orders or deliveries and resolve issues proactively.
• Maintain open communication with the Customer Experience team to address key issues promptly.
• Coordinate with couriers and warehouse partners to ensure smooth delivery of orders.

Skills

Bilingual English/French

Customer service experience

Multitasking

Communication skills

Organizational skills

Tools

Browser-based applications

Mobile applications

Job description

We are looking for a Bilingual Customer Experience Specialist who is extremely driven and customer-focused to help us deliver a best-in-class retail experience. In this role, you will communicate through multiple channels including email, phone and live chat. You will also be the point person for our customers.

If you enjoy working with customers and possess exceptional customer service and organization skills. If you are highly adaptable, dynamic, and eager to take on different challenges, we want to hear from you!

Schedule:09:15AM - 5:45PM or 12:00- 8:30 PM EST - various schedule

In this role you will:

• Assist customers by answering questions (in French and English) and providing information about Silk & Snow products.
• Provide exceptional customer service virtually through phone, email, and live chat. Always strive to ensure that the most customers possible are helped by balancing the most efficient handling time with friendly and approachable customer service
• Help respond to post-sale customer inquiries, follow up on customer questions related to orders or deliveries, and successfully solve problems through proactive follow-up on issues and effective de-escalation strategies
• Maintain an open line of communication with the Customer Experience team ensuring that all key issues are addressed in a timely fashion
• Liaise and follow up with our courier and warehouse partners daily to resolve customer concerns and ensure the delivery of orders is as smooth as possible for our customers
• Communicate and manage relationships with various suppliers and vendors

The Qualifications and Experience we like to see:

• Minimum 1 year of customer service or 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 the team
• Ability to multitask andthrive in a fast-paced environment with a high volume of calls and emails
• Bedetail-oriented, meticulous and analytical
• Be highly focused on providing exceptional service to our customers
• Have a positive attitude, enjoy solving problems, and are eager to take on new and challenging tasks
• Must be available to work different shifts ona full-time basis or an as-needed basis, with an understanding of certain shiftsuntil 8:30 pm EST
• Excellent verbal and written communication abilities (English and French)

The knowledge of English is required for this specific position as the incumbent will interact on a consistent and regular basis with English-speaking stakeholders located outside of Quebec.

Why our team members enjoy working at Silk & Snow:

• We prioritize diversity and inclusivity in our company culture
• Growth opportunities with an emphasis on hiring from within
• You will be exposed to a streamlined training process and receive guidance and support that will set you up for success during and after training
• We can access our LifeSpeak learning platform with lots of free courses taught by experts to support your personal and professional development
• We offer a competitive benefits package, which includes but is not limited to medical, dental, and vision. Additionally, we offer paid time off
• Employee discount on all products and a free mattress and bedding set offered upon completion of the probationary period
• Make a meaningful impact on our customers' sleep habits, contributing to their overall well-being
• We foster a healthy work-life balance with our company's supportive environment
• This is not just a job but a CAREER with potential opportunities for growth and advancement

Additional information

This is a current open position.The hourly rate for this position is $21.00.

Our recruitment process incorporates various screening technologies, which may include AI, to screen for employability or suitability. Human recruiters review all applications.

Inclusion & Belonging

We are committed to building a company culture of inclusion and diversity where differences are embraced and valued, this allows us to better understand and meet the needs of our customers and the communities we serve. We want to ensure every job applicant is treated fair and with respect regarding race, national or ethnic origin, religion, age, gender, sexual orientation, or disability. Upon request, accommodations are available during all stages of the recruitment process.