Customer Experience Specialist | Fraud & Escalations (Hybrid)

Mejuri; Toronto; Hybrid; CAD 55,000 - 75,000; Full time

Job summary

A contemporary jewelry brand is seeking a Customer Experience Specialist for a 6-month contract in Toronto. The role focuses on managing customer escalations, monitoring fraud cases, and optimizing the customer experience. The ideal candidate has strong communication skills, a passion for customer satisfaction, and the ability to analyze data to improve processes. This position offers a hybrid work model, requiring 3 days onsite per week.

Qualifications

• Experience in customer service focused on satisfaction.
• Ability to assess and improve customer interactions.
• Competency in managing AI-driven communication tools.

Responsibilities

• Handle complex customer escalations and provide resolutions.
• Monitor and resolve fraudulent activities and chargebacks.
• Analyze performance metrics and refine customer experience processes.

Skills

High quality customer service

Excellent email communication

Data analysis and trend identification

Change management skills

Sound judgement in customer interactions

Job description

A contemporary jewelry brand is seeking a Customer Experience Specialist for a 6-month contract in Toronto. The role focuses on managing customer escalations, monitoring fraud cases, and optimizing the customer experience. The ideal candidate has strong communication skills, a passion for customer satisfaction, and the ability to analyze data to improve processes. This position offers a hybrid work model, requiring 3 days onsite per week.