Bilingual Customer Experience Specialist

Toronto, Ontario /
Customer Experience /
Full-time
/ Remote
Endy is setting the benchmark in customer experience. This is a real opportunity to help us build a customer-centric company and contribute to our growth. As a full-time Bilingual Customer Experience Specialist, you’ll represent the Endy brand on the front lines. While this is no sales role, you uphold an influential approach to provide best-in-class customer experience and manage customer relationships with uncompromising expertise, knowledge, and warmth.

What You'll Do

    • Represent the Endy brand with best-in-class customer experience, helping customers with their inquiries through email, chat, phone, and social media
    • Manage customer relationships by taking ownership of inquiries and representing the Endy brand
    • Be resourceful and use all available tools to handle various situations
    • Efficiently identify and solve problems for customers
    • Capture customer insights and product experiences to report back to the Endy team
    • Communicate and manage relationships with various suppliers and vendors
    • Work in cross-functional teams to improve overall customer service, and think proactively about enhancing our products, services, and protocols
    • Provide daily updates to other Customer Experience team members

Who You Are

    • Bilingualism (French/English) is required
    • Must be availble on a full-time basis with the following hours: 2pm-10pm EST Monday - Wed, 10am-6pm EST Saturday and Sunday
    • You've worked in customer experience, sales, or community management before, preferably at a retail or e-commerce company
    • Natural communicator with the ability to communicate complexity in easy-to-understand terms
    • Comfortable with ambiguity and being a touchpoint for customers to make the best of their Endy shipping, delivery, sleep, and return experience
    • Empathetic individual with great interpersonal skills
    • Proven ability to take ownership and with little to no supervision
    • Skilled at working with all types of customer personalities, understanding customer needs, and de-escalating issues
    • Able to prioritize and multitask with a positive attitude
    • Familiar with e-commerce/help desk tools such as Shopify, Zendesk, Fulfil.io, or similar systems is an asset

What We Offer

    • Flexible vacation policy
    • Annual wellness days
    • Health & lifestyle benefits
    • Endy products & discounts
    • Mental health support program
    • Parental leave program
    • Virtual team events
Don't meet every single requirement? At Endy, we are dedicated to building a diverse, inclusive, and authentic workplace, so if you're excited about this role but your past experience doesn't align perfectly with every qualification in the job description, we encourage you to apply anyways. You may just be the right candidate for this or other roles!
 
We thank all applicants for their interest in Endy; however only those selected for an interview will be contacted.
 
Endy is proud to be an equal opportunity employer. We are committed to ensuring a fair and equitable recruitment and selection process, and cultivating a diverse and inclusive workplace for all employees. Accommodations in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act are available upon request at all stages of the employment process.
 
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