Job description
About the Role:
The Consumer Experience Specialist (Maternity Leave Contract) will provide consumer support activities via phone, e-mail, DivaCup’s social media platforms (Instagram, Facebook, Twitter, YouTube, TikTok, etc.), and live chat. In addition, the Consumer Support Specialist (Maternity Leave Contract) role will also support with community engagement initiatives to engage current and new brand prospects in social channels, to help grow the DIVA brand community.
The role allows for remote work in Ontario, Canada and must reside in Ontario, Canada. Candidate must be legally eligible for employment. This position will be a 1 year contract and to begin in early June.
Responsibilities:
Consumer Experience
- Handle consumer inquiries associated with the product, including usage, complaints, testimonials, etc. within Hootsuite, Gorgias and as received on DIVA’s social media platforms.
- Manage incoming comments to the DivaCup’s Facebook, Instagram, Twitter and TikTok accounts on North America channels.
- Respond to incoming consumer requests across platforms using various technologies and toolsets.
- Determine consumer and contact needs through effective questioning and listening.
- Escalate Medical tickets or more complex issues to Senior Manager.
- Review individual consumer cases providing mediation on behalf of consumer for consideration outside policies and procedures.
- Scan Consumer Experience templates to find the best match to resolve the customer issue.
- Devote a part of each day to learn and improve knowledge by reviewing in house documentation or researching the industry and competitors.
- Learn and stay current with Consumer Experience procedures and product information.
Community Engagement
- Provide social listening support to the Communications Teams (content team)
- Identify opportunities to engage with like minded individuals and DIVA consumers on subject matters that align with our core values.
- Develop strategies to increase community involvement and engagement.
Other
- Stay current with Consumer Experience procedures, product information and online resource tools.
- Other related tasks and special assignments as assigned.
- Work in accordance with the Diva International Inc. Quality Policy and B-Corp set of standards.
Qualifications
- Minimum 2 (two) years of experience in a Consumer Experience environment
- University degree or College diploma
- Experience with Gorgias or similar customer support software an asset.
- Additional certifications or courses related to Consumer Experience, customer service, and support would be a definite asset.
- Exceptional writing and grammatical skills.
- Experience using online social media platforms and third-party applications.
- Experience with data analysis, survey research and SEO.
- Extreme attention to detail and outstanding organization skills.
- Ability to use multiple conversations across various platforms interchangeably.
- Self-motivated, confident, energetic, and creative.
- Excellent computer skills, including Microsoft Office.
- Experience and/or comfort working in the menstrual hygiene category
- Interest in women’s health and the environment and experience working within such industries would be of benefit to this position.
- Bilingualism is an asset.
About Our Hiring Process:
Does this sound like great fit for you? We would love to hear from you.
You can expect us to be curious about who you are, what experiences you have gained to date and what you are looking for in your next opportunity. We know that you are selecting us as an employer just as much as we are inviting you to join our team. We will provide a series of opportunities for us to connect and for you to meet various members of our team. Please ask us questions and let us know how we can support you throughout our hiring process.
Why work at DIVA International Inc.?
As a Certified B Corp and remote-first workplace, our internal work-life rhythm and processes are guided by a purposeful intention to operate differently; in an inclusive mindset that encourages employee input, creativity, and collaboration.
At DIVA, we strive to be a welcoming and safe space for everyone, regardless of their race, national or ethnic origin, colour, religion, age, sex, sexual orientation, gender identity, physical ability, or any other protected grounds. We welcome employees and candidates from these underrepresented groups to help make this vision a reality.
Accommodations are available on request for candidates taking part in all aspects of the selection process. Please e-mail at[email protected]if you require accommodation. Information related to accommodation requirements will be addressed confidentially.
