Customer Happiness Coordinator
Toronto, Ontario M5A 1V2 - Canada
Position Summary:
Creative Niche is working exclusively with a luxury women’s retail company; Numi. They are looking to add a Customer Happiness Coordinator to their team to help customers understand Numi’s products and policies. This person will answer inquiries by email, online chat, and virtual appointments, and handle complaints, concerns and overall feedback. The primary goals are to ensure customer satisfaction, promote repeat purchases, and strengthen both customer loyalty and engagement.
Measure of Success
- Key Performance Indicators are met/exceeded
- Inquiry responses follow company guidelines, as set in Customer Care Manual
- Virtual appointment conversion meets goal, as set in Customer Care Manual
- Customer Care insights are reported weekly to the Numi team
Responsibilities:
- Have a clear understanding of our Customer Care key performance indicators, be able to extract useful information and communicate insights with the rest of the Numi team
- Continuously think of ways to improve processes and the customer experience
- Respond to emails and live chat in a timely manner
- Identify and resolve minor technical problems for customers, flag larger issues to team
- Monitor customer feedback for product quality concerns, and flag to production dept.
- Serve as point of contact between Numi Team and our warehouse facility, facilitating: Cancellations, edits to orders and customer information
- Issue manual orders through Numi’s 3PL system for both customer and company use
- Strategize solutions for customers with unfulfilled orders due to production delay
- Assist customers with Numi Rewards (redeeming points/account adjustments)
- Assist International customers by providing receipts for customs by request
- Help improve our data collection, tagging system, and intents in Gorgias
- Coordinate return cases through our returns portal with ReturnBear
- Facilitate missing package claims through USPS/CanadaPost
- Monitor for chargebacks and address accordingly
- Host Numi virtual appointments
Requirements:
- Available to work 15-20 hrs/week
- Available to work on weekends (one of two days)
- Quiet space at home, with clean/minimal background, for virtual appointments
Please apply now for consideration.