Customer Experience Specialist

About the role

Quince is looking for a dedicated Customer Experience Specialist to become part of their growing team based in Toronto, Ontario, Canada. In this role, you will be the primary point of contact for customers who need help with their bookings, travel arrangements, and general questions about the Quince platform. The specialist will handle a high volume of incoming requests across multiple communication channels, ensuring that every customer receives prompt and helpful assistance. You will work closely with other team members to address concerns, resolve issues, and contribute to a consistently positive customer experience in a full-time position that demands patience, empathy, and a genuine commitment to helping others.

Key facts

What you'll do

Respond to customer inquiries through email, live chat, and phone calls, ensuring each message is addressed within the expected timeframe.

Guide customers through the booking process, helping them select the right travel options and understand all available choices before confirming their reservation.

Handle requests for booking changes, cancellations, and refunds while following company policies and maintaining a professional and courteous tone throughout every interaction.

Look into customer complaints and concerns thoroughly, identifying the underlying cause of the issue and working toward a resolution that leaves the customer satisfied.

Keep detailed and accurate records of every customer interaction, including thorough notes on issues raised and outcomes achieved during each conversation with the support team.

Partner with the broader support team to escalate cases that require specialized attention, and follow up carefully to confirm that all issues are fully resolved.

Share helpful information and clear instructions with customers so they feel confident and well informed about their choices throughout their entire experience with Quince.

Track customer satisfaction data and feedback trends over time, then suggest practical changes that could improve the overall quality of service provided to customers.

Requirements

A high school diploma or a recognized equivalent qualification is the minimum educational requirement for this Customer Experience Specialist position at Quince.

Candidates should have at least one year of prior experience working in a customer service, support, or client-facing environment where they handled public inquiries.

Excellent written and verbal communication skills in English are necessary, with the ability to convey information clearly and politely at all times.

The ideal candidate can stay organized and focused while managing a fast pace of incoming requests and tracking multiple ongoing cases without losing attention.

You should feel comfortable using customer relationship management software and other digital support tools as a regular part of your daily workflow and responsibilities.

Applicants must be willing to work a standard full-time schedule, with some flexibility regarding shift hours and availability to cover peak periods when needed.

Nice to have

Prior experience working in the travel, hospitality, or tourism industry would be a valuable asset for someone applying to this Customer Experience Specialist role.

Familiarity with online booking platforms, reservation systems, and travel management tools is considered a strong advantage that sets candidates apart from others.

Speaking more than one language, in addition to English, can help serve a diverse and international customer base that interacts with the Quince platform.

Any background with help desk software, ticketing systems, or case management platforms is welcomed and appreciated by the hiring team at Quince.

Skills & tools

Working knowledge of customer relationship management platforms and ticketing systems used to track, prioritize, and manage incoming support requests from customers.

Solid typing speed and accuracy for maintaining detailed records and communicating efficiently through written channels such as email and live chat.

Comfort using several software applications at the same time, switching between them as different tasks require attention and quick responses.

Basic proficiency with common office productivity tools, including word processors, spreadsheets, and presentation software for documentation and reporting purposes.

Understanding of standard customer service procedures, including how to handle escalations, document resolution outcomes, and maintain a positive customer relationship.

Awareness of travel industry terms and common booking processes helps when assisting customers with questions about their travel arrangements and plans.

Practical notes

This Customer Experience Specialist role is physically located at the Quince office in Toronto, Ontario, Canada, and is not a remote position.

Applicants should be available during standard business hours, though some flexibility with scheduling may be possible depending on the needs of the team.

The selection process typically involves an initial phone conversation, followed by one or more in-depth interviews with members of the hiring team.

Quince values diversity and is committed to creating an inclusive workplace where all qualified applicants are considered fairly without any form of discrimination.