Näak is a sports nutrition brand for ultra distance athletes, based in Montreal, QC, Canada.
Our mission is to help athletes fuel their ultra while preserving their playground. Näak products provide a long-lasting energy without sugar peaks powered by high quality and sustainable ingredients.
Or, as we call it, Ultra Energy.
Thousands of professional and amateur athletes all around the world are using Näak to explore new playgrounds and redefine what is physically possible.
Mission
Directly reporting to the Director of Operations, your mission is to ensure a high level of customer satisfaction, maintain efficient and effective service operations, and foster a positive customer experience across B2C and B2B activities.
Your objectives will be to :
- Increase Customer Satisfaction
- Improve Responsiveness and Level of Service
- Information Information Accessibility
- Reduce Customer Service Tickets
- Provide Solutions to Customers Problems
- Automate Customer Service Operations
- Increase Customer’s Loyalty
Responsibilities
Customer Interaction
- Issue Resolution : Handle escalated customer complaints and complex issues, ensuring they are resolved promptly and satisfactorily.
- Customer Communication : Communicate with customers through various channels (phone, email, chat, social media) to address their concerns and provide support.
- Relationship Building : Foster strong relationships with key customers to enhance loyalty and satisfaction.
Operational Management
- Process Improvement : Continuously evaluate and improve customer service processes and policies to enhance efficiency and effectiveness.
- Technology Utilization : Implement and manage customer service technologies, such as CRM systems, to streamline operations and improve service delivery.
- Resource Management : Allocate resources, including staffing and budget, effectively to meet service demands.
Performance Monitoring
Metrics and Reporting : Monitor and analyze key performance indicators (KPIs) such as response times, resolution rates, and customer satisfaction scores.
Prepare regular reports for senior management.
Feedback Analysis : Collect and analyze customer feedback to identify trends and areas for improvement. Implement changes based on this analysis to enhance service quality.
Strategic Planning
- Service Strategy : Develop and implement customer service strategies aligned with the company’s overall goals and objectives.
- Policy Development : Establish and enforce customer service policies and standards to ensure consistency and quality of service.
Coordination and Collaboration
- Cross-Departmental Coordination : Work closely with other departments, such as sales, marketing, and product development, to ensure customer needs are met and issues are resolved collaboratively.
- Vendor Management : Manage relationships with external service providers or partners that support customer service operations.
Compliance and Standards
- Regulatory Compliance : Ensure the customer service operations comply with relevant laws and regulations.
- Quality Assurance : Maintain high standards of service quality and consistency, conducting regular audits and assessments.
Innovation and Development
- Trend Analysis : Stay updated on industry trends and best practices to continuously innovate and improve customer service.
- Product Knowledge : Ensure the team is well-informed about the company’s products or services, enabling them to provide accurate and helpful information to customers.
Experience
- 3-5+ years' experience in customer service
- Strong experience with process improvement
- Strong experience with customer service technologies
- Strong experience with conflict resolution
- Experience with sports nutrition
- Experience with performance monitoring
- Experience with logistics
- Experience with cross-functional collaborations
- Ability to manage a multidisciplinary team
- Bachelor's or Master's degree in Customer Service
- Starting Date : July 2024
- Full Time Position (Presence at the office required 3 days per week)
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