Customer Empowerment Coordinator

Customer EmpowermentFull TimeToronto, ON

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The goal of the Customer Empowerment Coordinator is to go the distance to make Knix’s customers happy.  The Customer Empowerment Coordinator will handle customer inquiries across multiple platforms – including but not limited to phone, email, live chat and social media – quickly assessing the situation and actioning on a solution that will ensure Knix’s customers are happy with their experience.      

About you…

  • You always have an eye out for ways to engage and delight our customers. Making customers happy is in your DNA!
  • You are result-oriented – you love hitting goals individually and as part of a team!
  • You thrive in a dynamic work environment – the hustle is energizing!
  • You’re passionate about our customers and inspired by Knix and our mission.

Responsibilities

  • Deliver stellar above-and-beyond customer service through phone, email and live chat.
  • Master the internal systems in order to problem-solve and optimize the customer experience using best practices and processes.
  • Provide customers with product information and navigate them through the returns and exchanges as required. 
  • Work cross-functionally with team members in E-Commerce, Marketing and Product to improve the entire customer journey.  Effectively work through issues that impact multiple teams and determine the appropriate solution. 
  • Stay informed and be knowledgeable on the whole suite of Knix products, including new product launches and updates. 
  • Provide hands-on support with customers for fitting appointments in the Toronto showroom. 

Hours

  • We are hiring part-time and full-time Coordinators
  • Hours of operations are Monday through Sunday, 8am to 9pm EST.
  • Shift start times will vary, starting at 8am, 12pm or 1pm.  

Location

  • Our Toronto office is located in the Queen West neighbourhood. 

Qualifications

  • Outstanding customer service experience in a consumer product or apparel role. 
  • Experience working with an internal system of phone, email, and/or live chat in a customer-centric role. 
  • High attention to detail.
  • Ability to juggle multiple tasks and priorities. 
  • Strong written and verbal communication skills. 
  • Bilingual English and French would be an asset.