Customer Experience Associate

About us

RAVEN Moto is a rapidly growing Canadian motorcycle gear & apparel brand known for offering premium protective clothing that is full of style and protection. In addition to our focus on innovative design and high-quality craftsmanship, RAVEN Moto is committed to supporting the motorcycle community. Through mental health initiatives and global events like RideRAVEN, we bring together riders from around the world to share their passion for motorcycles and adventure. Recognized as the fastest growing motorcycle gear brand in the world, we foster a collaborative and inclusive work environment where everyone is are encouraged to grow both personally and professionally. We believe in rewarding hard work and providing opportunities for career advancement.

We are seeking a Customer Experience Associate to join our team. The ideal candidate is passionate about creating memorable purchase experiences, possesses strong communication and problem-solving skills, and is able to work effectively in a fast-paced environment. The Customer Experience Associate will be responsible for addressing customer inquiries, processing orders, and other administrative tasks.

Responsibilities:

• Serve as the first point of contact for customers, providing a positive and personalized experience
• Respond to customer inquiries via phone, email, chat, or social media in a timely and professional manner
• Provide sales-oriented information and assist customers in making informed decisions
• Resolve customer complaints or issues with empathy and a focus on customer satisfaction
• Process customer orders, returns, and exchanges, ensuring accuracy and efficiency.
• Prepare reports and maintain accurate and up-to-date records, databases, and files.
• Collaborate with other teams, such as warehouse fulfillment, sales, and marketing to enhance the overall end-to-end Customer Experience
• Monitor customer satisfaction metrics and continuously seek ways to exceed customer expectations
• Assist in the completion of administrative tasks to ensure efficient business operations
• Communicate effectively with team members and supervisors

Requirements:

• Proven customer service experience or experience in a similar role
• Excellent communication skills, both verbal and written with an understanding on tone & delivery
• Strong problem-solving abilities and a customer-centric mindset
• Detail-oriented with a focus on accuracy and thoroughness
• High school diploma or equivalent; University or College background preferred
• Familiarity with Shopify, CRM systems and customer service software
• Ability to work under pressure in an agile, dynamic start-up culture constantly adapting to changes
• Proficient in computer and smartphone skills (use of Microsoft applications and Excel spreadsheets)
• Ability to work independently and in a team environment
• Strong time management and proactive organizational skills, with the ability to prioritize and manage multiple tasks effectively.

Benefits:

• Competitive hourly wage
• Hybrid-remote work
• Opportunities for advancement within the company

Schedule:
Full-Time, Part-Time, Weekdays, Weekends

Job Types: Full-time, Part-time, Permanent

Salary: $18.00-$22.00 per hour

Expected hours: 16 – 35 per week

Schedule:

• Evening shift
• Every Weekend
• Monday to Friday

Application question(s):

• Are you available to work in the evenings or weekends?
• If you were a customer's superhero, how would you save the day?

Experience:

• Customer service: 3 years (preferred)

Language:

• English (required)

Work Location: Hybrid remote in Mississauga, ON L4W 2P5

Expected start date: 2024-04-01