Customer Experience Specialist

Role Overview

The Customer Experience Specialist is responsible for managing customer inquiries, complaints, compliments, and feedback received through the company’s customer service channels. This position communicates directly with customers, gathers relevant information, documents each case, and coordinates with bakery cafés and internal departments to support timely and appropriate resolutions.

What You Will Do

The Specialist will monitor designated customer service channels, respond to customer questions, complaints, and requests, gather information to investigate customer concerns, accurately enter and maintain customer cases in the company’s tracking system, and communicate approved resolutions to customers.

Why It Might Be a Fit

The ideal candidate will be empathetic, detail-oriented, and able to manage multiple customer cases in a fast-paced environment. They will take ownership of follow-up, communicate professionally, and remain calm when handling sensitive or escalated concerns.

Requirements

• Bachelor’s degree in Communications, Business, Hospitality, Marketing, or a related field
• Three or more years of experience in customer service, guest relations, customer support, complaint resolution, communications, or a related field
• Experience responding directly to customer questions, complaints, and escalated concerns
• Excellent written and verbal communication skills
• Strong organizational skills and attention to detail
• Demonstrated ability to manage multiple cases, deadlines, and follow-up items simultaneously
• Experience using CRM systems, customer service ticketing tools, feedback platforms, or shared case-management systems
• Proficiency with Microsoft Outlook, Word, Excel, and PowerPoint

Benefits

• Dynamic and collaborative work environment
• Opportunities for professional growth within a rapidly expanding franchise network
• The opportunity to directly improve the experiences of TOUS les JOURS customers and bakery café teams