Customer Experience Specialist - 6 Months at Mejuri

Toronto, Ontario, Canada

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Not SpecifiedCompensation

Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

Retail, E-commerce, JewelryIndustries

Requirements

Experience providing high quality customer service, and a genuine passion for customer satisfaction
Ability to use iterative AI and make sound judgements on accuracy and brand alignment of responses to customers
Excellent email communication and writing skills

Responsibilities

Act as the primary point of contact for complex or high-stakes customer escalations, handling sensitive issues that may impact the brand's reputation
Provide timely resolutions with a focus on balancing customer satisfaction and company policies
Document outcomes to identify recurring issues or patterns
Monitor and investigate potential fraud cases to ensure thorough resolution
Manage chargebacks by collaborating with relevant teams to gather evidence and dispute claims
Review and assess agent interactions to identify gaps in service quality, tone, or policy adherence
Partner with leadership to provide coaching and support continuous improvement initiatives for agents
Analyze escalations and fraudulent cases to uncover root causes and systemic issues affecting the customer experience
Collaborate with internal teams to recommend and implement process or policy enhancements
Work cross-functionally to refine processes, reduce fraud risks, and elevate the overall customer journey
Advocate for innovative solutions to proactively address customer pain points and minimize escalations
Participate in weekly calibrations to ensure alignment on quality standards and expectations
Serve as the voice of the customer by sharing insights and ensuring customer perspectives are integral to decision-making
Focus on maintaining and improving CSAT as the primary performance metric, ensuring customers receive exceptional support and resolutions that align with brand standards

Skills

Key technologies and capabilities for this role

Escalation ManagementFraud MonitoringChargeback ManagementRisk MitigationSystem IntegrationData ManagementCustomer AdvocacyCross-Functional Collaboration

Questions & Answers

Common questions about this position

Is this a full-time permanent position or a contract role?

This is a 6-month contract position.

What is the reporting structure for this role?

The role reports to the Director of Experience Manager.

What are the key responsibilities of this position?

Key responsibilities include managing customer escalations, monitoring and investigating fraud cases and chargebacks, assessing agent performance, conducting root cause analysis, and working cross-functionally on continuous improvement initiatives.

What skills are essential for this Customer Experience Specialist role?

Strong technical skills and a deep understanding of system connectivity are essential, along with abilities in escalation management, fraud investigation, root cause analysis, and cross-functional collaboration.

Does the job description mention remote work or location requirements?

This information is not specified in the job description.

Mejuri

Handcrafted fine jewelry for everyday wear

About Mejuri

Mejuri offers handcrafted fine jewelry designed for everyday wear, including gold and silver pieces. The company eliminates traditional retail markups, making high-quality jewelry more affordable for a wider audience. Mejuri primarily targets fashion-oriented women who appreciate unique and trendy designs, and it operates as a direct-to-consumer brand through its website, mejuri.com. This model allows Mejuri to control the customer experience and reduce costs by avoiding middlemen. New jewelry editions are released weekly, keeping the collection fresh and appealing. Mejuri aims to provide stylish, high-quality jewelry at accessible prices, enhancing customer satisfaction with free shipping and returns.

Toronto, CanadaHeadquarters

2013Year Founded

$28.2MTotal Funding

SERIES_BCompany Stage

Consumer GoodsIndustries

501-1,000Employees

Benefits

Health Insurance

Dental Insurance

Vision Insurance

Life Insurance

Disability Insurance

Health Savings Account/Flexible Spending Account

Unlimited Paid Time Off

Flexible Work Hours

Remote Work Options

Paid Vacation

Paid Sick Leave

Paid Holidays

Sabbatical Leave

Hybrid Work Options

Stock Options

Company Equity

401(k) Retirement Plan

401(k) Company Match

Performance Bonus

Profit Sharing

Employee Stock Purchase Plan

Relocation Assistance

Employee Referral Bonus

Student Loan Assistance

Parental Leave

Family Planning Benefits

Fertility Treatment Support

Adoption Assistance

Childcare Support

Elder Care Support

Pet Insurance

Bereavement Leave

Professional Development Budget

Conference Attendance Budget

Training Programs

Tuition Reimbursement

Professional Certification Support

Mentorship Program

Wellness Program

Mental Health Support

Gym Membership

Commuter Benefits

Meal Benefits

Phone/Internet Stipend

Home Office Stipend

Legal Services

Employee Discounts

Company Social Events

Risks

Patent lawsuit from Andra over virtual showroom tech could lead to costly legal battles.

Partnership with Holt Renfrew may dilute Mejuri's direct-to-consumer brand identity.

Dependence on weekly new editions may lead to inventory management challenges.

Differentiation

Mejuri offers handcrafted fine jewelry at accessible prices, disrupting traditional retail markups.

The company uses traceable and regenerated gold, appealing to environmentally conscious consumers.

Mejuri's direct-to-consumer model enhances customer experience and reduces costs.

Upsides

Partnership with Holt Renfrew expands retail presence and brand visibility in Canada.

Launch of sustainable, lab-grown diamonds positions Mejuri as an eco-friendly market leader.

Collaborations with figures like Renée Rapp enhance brand appeal to younger demographics.

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