Bilingual Customer Experience Specialist

Summary

Join Too Good To Go, a company fighting food waste, as a bilingual Customer Experience Specialist in Ontario! This fully remote position, requiring availability from Saturday to Wednesday, 9 am to 5:30 pm, focuses on providing exceptional customer and partner support. You will be the main point of contact, answering inquiries via email, chat, phone, and social media. The role involves handling urgent cases, proactively contacting stores, and promoting sustainable behavior. You will collaborate with other teams and embody the company's brand. This is a fantastic opportunity to make a social impact and be part of a growing international team.

Requirements

• You have previous experience in customer service, preferably in contact or call centre
• You are fully written and verbal proficiency in English and Italian or Portuguese, to communicate with users and partners across Canada
• You are based in Ontario
• You’re comfortable working towards KPIs and performance targets, with a strong focus on delivering great customer outcomes
• You’re open to feedback and coaching, and see them as opportunities to learn, grow, and deliver even better experiences for our customers
• You are a team player who loves helping others, building positive relationships and resolving conflicts with our users and partners
• You like being part of a fast-pasted dynamic environment and like to engage with customers and business partners
• You are detail-oriented and stay focused even when you have to handle repetitive tasks
• Working somewhere where you can have a social and environmental impact is one of your absolute dreams
• Sustainability is a great passion of yours and something that shines through in your professional and personal experiences

Responsibilities

• Reporting directly to the Customer Experience Team Lead, you will be the face of Too Good To Go for our users and partners and turn them into ambassadors by providing efficient and friendly customer experience
• You’ll inspire and empower them to take action against food waste and to become part of the movement
• You will be the main point of contact for our customers and partners ensuring they receive outstanding customer/partner support by answering inquiries through email, chat and phone
• You will answer all questions through some of our SSMM tools (such as Facebook, App Store, Play Store and Trustpilot)
• You will handle priority situations (urgent cases) as well as contact stores proactively when necessary
• You will execute processes to encourage, inspire and empower our partners and consumers towards a more sustainable behaviour
• You’ll follow a predefined schedule that ensures consistent coverage across our support channels, with punctuality and adherence to assigned shifts being key to our team’s success
• You will be our best ambassador by embodying the philosophy and tone of our brand
• You will collaborate closely with other teams to spot challenges early on and enhance efficiency

Preferred Qualifications

• Previous experience working with CRMS Zendesk & Salesforce will be a plus!
• Previous experience working in a marketplace or the Food Industry will also be a plus

Benefits

• A rare opportunity to work in a social impact company (and certified B Corporation!) where you get to wake up every day knowing you’re achieving positive change
• The experience of being part of an international company with 1350+ enthusiastic and highly talented teammates across 19 countries – always ready to share knowledge and support!
• Strong personal as well as professional development in an intense and high-growth scale-up environment
• An open company culture where you have the independence and room to unleash your creativity
• A strong team culture where successes are celebrated together