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Customer Experience & Reception Specialist

Canada Goose inc.

This is a Full-time position in Toronto, ON posted October 5, 2017.

Position Overview:

The Customer Experience & Reception Specialist supports Canada Goose Inc. by advocating the brand voice and values to our end-user customers and wholesale partners. Responsible for engaging the current and potential customers across different mediums including phone, email, messaging and occasionally in-person. Provide a white-glove, exceptional experience through each engagement to help drive new, repeat and referral business and be the first point of contact in greeting both internal and external stakeholders and guests.

Key Responsibilities:

  • Responsible for responding to consumer inquiries via e-mail & phone in relation to product knowledge, retail locations, “where to buy”, etc.
  • Educate consumers by responding to anti-counterfeit inquiries via phone & e-mail.
  • Support the Canada Goose Lifetime Warranty by replying to all assigned Claims through the iCA warranty tool.  Management of all French speaking claimants in addition to English speaking claimants within the tool from start to end.
  • Participate in Product Knowledge seminars when needed at retail locations.
  • Look for opportunities to WOW customers and provide surprise & delight
  • Using NPS, engage with detractors to understand how to improve current process.
  • Interact with 3rd party call centers to ensure omni-channel alignment of global Customer Experience
  • Provide metrics and reporting on weekly, monthly and ad hoc requests within the Customer Experience team and to supporting departments within the organization.
  • All Reception duties including but not limited to:
    • Guides all visitors with iLobby sign in
    • Answer all incoming phone inquiries and transfer calls to appropriate individuals
    • Manage boardroom bookings when needed
    • Receive and issues receipts to customer for warranty return/repair
    • Coordinate new employee jacket program
    • Manage catering requests as required

Experience, Education and Designations:

  • 2-4 years’ experience in Customer Service, leadership roles an asset
  • Post-Secondary education
  • Prior experience with CRM systems an asset
  • Strong analytical skills with attention to detail and ability to interpret numbers for reporting purposes
  • Excellent computer skills; intermediate skills using Microsoft Office

Knowledge, Skills and Attributes:

  • Positive attitude with a willingness to engage in new adventures
  • Driven to succeed and hungry for personal development
  • Able to work as part of a team, but take on independent tasks with confidence
  • Comfortable speaking on the phone and diffusing tough situations with poise and authority
  • Organized, with the ability to prioritize and multi-task
  • Demonstrates high-quality work standards; accepts responsibility for his or her own work
  • Accepts openly and willingly that things will change; adapts personal approach to meet the change and quickly modifies behaviors to deal effectively with change
  • Consistently exhibits Canada Goose’s Values, taking pride in being entrepreneurial, innovative, relentless, passionate and authentic while exhibiting personal commitment

We truly thank all applicants for their interest in joining the Goose Team, but only those candidates considered for an initial interview will be contacted.

Canada Goose Inc. is committed to delivering and improving accessibility in employment for all persons with disabilities. Accommodation is available, upon request, in the application and interview process and in the course of all other methods of selection of employees. Successful candidates for employment will be introduced to and trained in respect of all of Canada Goose Inc.’s human rights, accommodation and accessibility polices.

Skills Required

  • Education level: None
  • Work experience (years): None

Package

Salary: N/D

How to Apply

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