Bilingual Customer Experience Associate

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November 18

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Sleep Country

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Retail • eCommerce • B2C

Sleep Country is a retail chain specializing in mattresses, bedding, adjustable bed bases, and related sleep accessories, selling through both physical stores and online channels. The company offers promotions, financing options, delivery and setup, sleep trials, and customer support including in-store and virtual sleep experts to help consumers find tailored sleep solutions.

11 - 50 employees

🛒 Retail

🛍️ eCommerce

👥 B2C

📋 Description

• Respond to incoming calls, emails and chat requests; • Respond to various customer inquiries including warranty claims, online order requests and any other related issues; • Meet and exceed call center goals for customer service standards, sales goals, call duration and other objectives; • Support the online sales team during peak periods such as Boxing Day, Mad Friday, Cyber Monday, etc; • Support customers throughout their shopping experience; • Provide a complete sleep system by understanding customer needs, products such as mattresses, accessories, adjustable bases, etc. and closing the online sale with them.

🎯 Requirements

• A minimum of 2 years’ experience in a sales and/or call center customer service environment • Any post-secondary education is considered an asset • Excellent communication skills in English and French, both written and verbal, is required • Avid multitasker • Ability to work in a fast paced environment and deal with a high volume of customer requests • Problem management skills • Computer skills and familiarity with programs such as Microsoft Teams, Outlook, PowerPoint, Zoom • Ability to problem solve effectively within company policies and guidelines • Tact and diplomacy at all times with internal as well as external customers • Work in a home environment

🏖️ Benefits

• This is not a job but a CAREER with opportunities for growth and advancement • Diverse and inclusive work environment • We will invest in you and provide extensive training, mentoring and continuous development • Access to training and development platforms • Full medical, dental benefits and a Deferred Profit Sharing Program • Annual Wellness Credit of up to $250.00 for any products/services that improve your health and well-being, i.e., health assessments, nutrition counselling, hiking shoes, a yoga outfit or fitness equipment! • Associate Discount Program where you will be able to enjoy some of the world’s best sleep products • Maternity/Parental leave top up benefits • Tuition Reimbursement Program that covers professional AND personal development • Long service awards, celebrations and other social events • Associate Referral Program • Paid day off to volunteer at your local charity of choice • Recognized as one of Canada’s Most Admired Corporate Cultures in 2023 by Waterstone Human Capital