Customer Experience Specialist (Ontario, Canada)

Quince; Toronto; On-site; CAD 80,000 - 100,000; Full time

Job summary

A new innovative company is seeking a Customer Experience Specialist in Toronto, Canada. This role is focused on providing exceptional customer service and support, requiring bilingual skills in French and English. Responsibilities include resolving customer issues and building loyalty. Competitive pay starts at 22.00 CAD per hour, with substantial benefits and guaranteed pay schedules.

Benefits

Competitive Pay

Performance Bonuses

Paid Training

Comprehensive Benefits

Set Schedule

Qualifications

• 2 years of customer service experience in unsupervised settings.
• Ability to manage time and prioritize tasks.
• Exceptional clarity in writing and communication.

Responsibilities

• Resolve customer concerns using critical thinking and empathy.
• Build customer loyalty through personalized support.
• Ensure achievement of key performance metrics.

Skills

Bilingual in French and English

Critical thinking

Empathy

Customer service experience

Problem-solving

Communication

Education

High School diploma or GED equivalent

Job description

Overview

Customer Experience Specialist (Ontario, Canada)

Quince is launching in Canada and is building a world-class customer experience from the ground up. This is an in-office role in Toronto to join the inaugural team and help define standards for a brand-new market.

Responsibilities

• Use critical thinking and empathy to troubleshoot and resolve customer concerns, turning potential negative experiences into positive ones.
• Build lasting customer loyalty by providing personalized support that leaves a great impression, while adapting quickly to diverse needs and offering effective, tailored solutions.
• Navigate multiple systems and handle multiple inquiries simultaneously, ensuring a world-class and efficient customer experience.
• Identify recurring customer issues or trends and provide feedback to help improve the customer experience and internal processes.
• Ensure consistent achievement of key performance metrics, including CSAT, customer retention, response time, and productivity.

Who You Are

• You are a people-first person with an intuitive understanding of the customer's experience.
• You care about solving problems and turning frustrating situations into positive, memorable interactions.
• Your communication is world-class, with empathy and clarity in providing helpful information to customers.
• You can multi-task effectively in a high-volume, dynamic work environment.
• You are a self-starter comfortable with remote work and a distraction-free environment.
• You are flexible and available to work weekends and key holidays as needed, including November and December.
• You are curious with a growth mindset, willing to embrace feedback to accelerate learning.
• Teamwork : you are a collaborative team player who seeks and gives feedback to improve performance.
• Scrappy mentality : you are resourceful and adaptable, finding creative solutions when needed.

What You’ll Get

• Competitive Pay that Grows With You : Start at 22.00 CAD per hour with an increase to 23.00 CAD per hour after successfully passing the 90-day introductory period.
• Extra Earning Power : Earn up to 1,300 CAD each month in bonus pay based on performance.
• We Invest In You : 3-week paid training and a thoughtful onboarding experience to set you up for success.
• Set schedule, guaranteed hours : You'll know your schedule ahead of time and receive a reliable paycheck with guaranteed minimum hours, set schedules, and paid time off.
• Comprehensive Benefits : Hospital, dental, vision & prescription coverage, virtual healthcare, life and disability coverage, and more.
• Be Part of Something New : This is a full-time remote position.
• Refer your friends : Earn a bonus when they join the team.

Requirements to Apply

• High School diploma or GED equivalent.
• Must be bilingual in French and English.
• At least 2 years of customer service experience with the ability to manage time and prioritize tasks in remote or unsupervised settings.
• Proven ability to handle high-volume customer inquiries across multiple digital channels.
• Demonstrated ability to write and communicate with exceptional clarity and attention to detail.
• Experience in a role where strong problem-solving was essential.
• Technical : A reliable high-speed internet connection with minimum speeds of 75 Mbps download and 10 Mbps upload.
• Note : Every retention specialist has a 90-day introductory period, with successful completion required.

Quince provides equal employment opportunities to all employees and applicants and prohibits discrimination and harassment of any type. If you require reasonable accommodation during any part of the application or interview process, please contact [e-mail].

Security Advisory : Beware of Frauds

Quince emphasizes legitimate recruitment practices. Initial communication is via official Quince email addresses and LinkedIn; beware of deviations. Interviews are conducted via phone, in person, or via approved platforms. Offers are merit-based, communicated verbally, and followed up in writing. If personal information is requested, it will be through secure means.