Customer Experience Specialist

Job Description

Job Description

We are looking for a 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!

Job Description

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

As Customer Experience Specialist, you will :

• Assist customers by answering questions 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

Qualifications

What we are looking for :

Additional information

Why our Customer Experience team members enjoy working at Silk & Snow :

At Silk & Snow, we create products that turn your house into a home. We help bring affordable luxury to our customers every day by providing them with meticulously crafted and manufactured sleep products that elevate your personal sanctuaries and give you the rest you deserve.

We make every decision by following three principles. We always use better materials, ensure that every product is thoughtfully manufactured, and above all, ensure transparency in everything we do. We're proud of our products, and we want to give our customers the confidence to know that they are purchasing better products for their family, their home and the planet.