Online Customer Service Specialist

Location: Scarborough, ON, Canada
Date Posted: 10-11-2018
JOB DESCRIPTION – Online Customer Service Specialist; Toronto, Ontario
 
Employment: Full Time
Department:  Marketing
Reports to:    Online Growth Manager
 
 
About this role …
Are you a tactful communicator with a passion for delighting customers, strengthening brand identity and fostering brand loyalty through digital channels?
 
Bring your communication, customer service and marketing skills to Umbra, one of the world’s leading houseware design companies, to help grow and strengthen our global brand! 

What you’ll do …
• Respond to and manage customer comments and reviews left on Amazon and other online marketplaces/ecommerce retailers
• Respond to Amazon Answers requests and product related questions posed in other digital channels to help educate customers about our products and our brand
• Respond to and manage conversations on social media platforms such as Facebook, Instagram, and YouTube with the goal of delighting customers and creating brand affinity
• Differentiate Umbra, foster good will and delight our customers through interactions that strengthen our brand identity and inspire brand loyalty
• Analyze customer comments, questions and reviews to identify opportunities for Umbra
• Assist with incoming live chat requests and customer service inquiries from the Umbra website

What you’ll bring …
Experience: Minimum 2 years’ experience in customer relations, PR, community engagement, reputation management or a similar discipline.
Education: Post-secondary degree or equivalent in communications, marketing, sociology or psychology.
Technical Skills: Strong written English communication skills and proficiency with Microsoft Office. Experience with DAM/PIM solutions such as Salsify and review syndication solutions such as Bazaarvoice is preferred. Written fluency in French is an asset.
Communication: You’re a tactful communicator with the ability to assess each scenario from the customer’s point of view and a keen sense of what to do or say in order to maintain good relations and wow customers.
Attitude: You have a positive attitude, strong work ethic and are able to adapt to changing priorities. You have an appreciation for great design.
Speed & Organization Skills: You act quickly and thrive in a fast-paced environment. You have a strong sense of urgency, are self-motivated, work effectively under pressure and have the ability to prioritize to meet tight deadlines.
Problem Solving Skills: You have an innate ability to read between the lines and understand customer needs on a fundamental level. You take an empathetic approach to quickly and effectively solve problems and have a demonstrated ability to transform a negative customer experience into a positive one.
Customer-Centric Mindset: You are able to see things from the customer’s point of view and are willing to go the extra mile to ensure the customer feels valued and appreciated.

What we offer …
Umbra is a place where innovative minds thrive on its fast pace and make things happen.  We value our unique work space, our global mindset and our distinct design-centric culture.
We offer all permanent full-time associates competitive base compensation and incentive plans, group benefit coverage and RSP programs, as well as more exciting things like continuous learning opportunities, a generous employee product discount, recognition galore, an on-site gourmet café to treat yourself, and full gym facilities to work it off after. Overall, a pretty great place to work!

We are Umbra …
We share a vision of creating original, modern, casual and affordable design for every room in the home.  We are a privately owned, Canadian company with over 35 years of industry experience. Led by one of our founders, our designs can be found in over 120 countries across five continents. Our global success is attributed to our entrepreneurial nature and a desire to push ourselves, and each other, beyond our limits.

How to apply …
If this grabs your attention, send your resume to jobs@umbra.com, referencing “Online Customer Service Specialist” in the subject line.
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