Customer Experience Associate - 3 Month Contract

Faire; Ontario; Remote; Full time

Job summary

Une entreprise dynamique, Faire, recherche un Customer Experience Associate pour offrir un soutien de haute qualité à ses clients. Ce rôle essentiel implique une interaction directe avec les clients par téléphone, email ou chat. Avec une rémunération de départ de 23,10 $ par heure et des possibilités de contrat prolongé, ce poste convient aux professionnels orientés vers le service à la clientèle avec une capacité d'adaptation dans un environnement de travail à distance.

Benefits

Avantages sociaux éligibles

Qualifications

• Expérience en service client, de préférence dans un rôle de support téléphonique.
• Compétences en résolution de problèmes nécessaires.
• Proficient dans l'utilisation des outils de soutien à la clientèle.

Responsibilities

• Fournir un support client de haute qualité via téléphone/email/chat.
• Utiliser des outils CRM pour gérer les interactions avec les clients.
• Travailler en collaboration pour dépasser les indicateurs de performance clés.

Skills

Verbal Communication

Problem Solving

Team Collaboration

Tools

CRM tools

Job description

About this role:

As a Customer Experience Associate at Faire, you will play a crucial role in empowering entrepreneurs to realize their dreams. In this dynamic position, you will engage directly with our brand and retailer partners, managing a range of experiences to significantly contribute to their business success. While this role requires individuals to have phone support experience, after completing training, you will have the opportunity to be staffed across various support modalities including phone, chat, or email, as per business requirements. This position is pivotal in delivering outstanding customer service across these channels. In this role, you will be employed on a temporary basis for approximately 90 days, subject to the evolving needs of Faire’s team. Successful candidates may be eligible for longer contract terms in the future.

Role Specifications

• Remote Work Commitment: This role is requiring the candidate to work flexible hours with different shifts varying between 8am EST - 5:00pm EST and 12:00pm EST - 9:00pm EST Monday through Friday. Please note that we require schedule flexibility and these hours are subject to change. Coming into the office on Tuesdays and Thursdays is only required when on the 8:00am EST - 5:00pm EST shift. The candidate should have a suitable home office setup with a reliable high-speed internet connection.
• Home Office: Must be in a quiet, enclosed room with a door - preventing any background noise from disrupting the customer experience when on phones.
• Wifi Speed: Confirmed Wifi Speed of 10Mpbs
• Ethernet connection preferred to increase network reliability
• Technical Proficiency: Must possess the technical skills and familiarity with customer support tools necessary to work efficiently in a remote environment, including adherence to Faire’s data privacy and security protocols.
• Self-Management and Flexibility: Strong self-management skills are essential for maintaining productivity in a remote setting. The role also requires flexibility to occasionally adjust hours for collaboration across different time zones.

What you’ll do

• Provide high-quality, real-time support to customers via phone/email/chat, addressing their questions and concerns promptly and effectively.
• Use CRM tools (e.g., Zendesk, Kustomer, Salesforce) to manage customer interactions, ensuring all communications are logged and tracked accurately.
• Work collaboratively with the team to meet and exceed key performance metrics such as response times, customer satisfaction, and issue resolution.
• Participate in regular training and development sessions to continuously improve your skills and stay updated on Faire's products and policies.
• Contribute to a team environment that encourages continuous learning, knowledge sharing, and peer support.

Qualifications

• Experience in customer service, preferably in a phone-based support role.
• Excellent verbal communication skills, with the ability to handle complex interactions professionally and empathetically.
• Proficiency in using CRM and other customer support tools.
• Strong problem-solving skills, with the ability to think quickly and provide effective solutions to customer issues.
• A team player who is adaptable and agile, capable of working in a dynamic, remote environment.
• Alignment with Faire's core values and a genuine passion for supporting and serving our community.

Salary Range

Canada: The starting pay for this role is $23.10 per hour.

This role will also be eligible for benefits. Actual base pay will be determined based on permissible factors such as transferable skills, work experience, market demands, and primary work location. The base pay range provided is subject to change and may be modified in the future.