Overview
Post-Sale Concierge Jobs in Toronto, Canada at NewAge Products Inc.
The Post-Sale Concierge will be responsible for delivering exceptional customer experience that is elevated and personalized for our most valuable clients. This role requires a high level of professionalism, excellent communication skills, and the ability to understand, anticipate and problem solve for our VIPs. The Post‑Sale Concierge works closely with various internal departments, partner carriers, and warehouses to ensure that VIP clients receive best‑in‑class service.
The position requires a proactive approach, attention to detail, and the ability to work under pressure. The successful candidate will have a strong background in customer service and/or account management and will be able to demonstrate a track record of success in managing high‑profile clients or accounts. The Post‑Sale Concierge will also be responsible for providing personalized service to meet their unique needs, ensuring VIP clients receive top‑notch support and assistance via call and email.
Job Responsibilities:
- Developing & maintaining strong personalized relationships with VIP clients, providing timely and courteous customer support throughout their entire customer journey, ensuring that the New Age Products brand is represented well
- Delivering exceptional service and ensuring customer satisfaction with each interaction
- Swiftly resolving any issues or concerns raised by VIP clients
- Assisting VIP clients with inquiries, resolving issues, and providing product or service information.
- Collaborating with team members and other departments to resolve complex customer issues & to ensure exceptional service for VIP clients
- Working closely with partner retailers, carriers, and warehouses
- Maintaining a high level of process and product knowledge to effectively assist clients
- Troubleshooting technical problems and escalating issues to the appropriate teams when necessary
- Documenting customer interactions and ensuring accurate and thorough case records
- Handle confidential information with discretion and professionalism.
- Ensure compliance with company policies and procedures
- Monitor and analyze VIP customer feedback to identify areas for improvement.
- Create and implement strategies to increase VIP customer satisfaction and loyalty.
- Prepare and present reports on VIP service performance and initiatives.
- Develop strong sustainable relationships throughout the organization
Qualifications Requirements:
- Post‑secondary education in eCommerce, Business, Sales, or other related field of study
- Exceptional communication skills (written and spoken) are mandatory
- Strong problem‑solving abilities and a patient and empathetic approach to customer interactions
- Ability to adapt to evolving technologies and learn new software quickly.
- Detail‑oriented with strong organizational skills.
- Basic computer skills for data entry and using customer support software.
- Flexibility to work on select public holidays and occasional weekends, as business needs arise
- Minimum 2 years’ experience handling customer support communications
- Minimum 2 years’ experience collaborating on cross‑functional projects related to Customer Experience or similar area of the business
- Proven proactive, results‑oriented leader with exceptional motivational, negotiation, and influencing skills; approachable, compassionate, and genuine
- Ability to build, maintain, and sustain strong relationships; attract, recruit, train, develop and retain talent as required
- Proven analytical, planning, organizing, delegating, communication, and presentation skills
- Proficient with various platforms for managing an eCommerce business;
Microsoft Office (Word, PowerPoint, Excel, Outlook), Smart Sheet, Salesforce, Shopify, SAP, Tableau, and/or other related tools and programs - Ability to effectively manage multiple priorities and demands in a fast paced, time‑sensitive environment; thrives in an environment of change and ambiguity
New Age offers :
- Salary and bonus is based on experience and highly competitive for the right candidate
- This is an existing vacancy and the base salary range for this position, is estimated to be $50,200 to $60,000 annually (CAD) at the time of the posting.
- Benefits package
- An opportunity within a growing, fast‑paced company, well established in its industry
- Fun! We celebrate successes and hold special events to build strong teams.
- Our teams work under a remote‑first Hybrid model, with the ease of having our North York office accessible for collaboration and/or quiet workspace.
New Age Products is an equal opportunity employer, committed to inclusion and diversity. We provide employment accommodation in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act. If contacted for an employment opportunity, please advise Human Resources if you require any accommodation.
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Title: Post-Sale Concierge
Company: NewAge Products Inc.
Location: Toronto, Canada
Category: