Job Description

Bilingual Customer Service & Retention Expert

We are currently looking for a Bilingual Customer Service Agent to join our e-commerce team at our St. Catharines Head office.

Job Duties

- Provide world-class phone, email and support as needed and enhance the enrichment of customer connections across all touchpoints

- Return authorization issue resolution

- Chargebacks, disputes and escalation management across all sales channels.

- Respond to customer inquiries within 24 hours

- Take ownership of customer service recovery situations and provide out of the box solutions to solve issues as they arise

- Manage and maintain a call log system to ensure all inquiries are dealt with accurately and on time

- Coordinate and manage order processing through Shopify

- Interacting with stores in field with regards to SFS (ship from store) and customer service issues

Qualifications

- Effective communication, verbally and written in both English and French

- High school diploma or equivalent.

- Call Centre Customer Service experience

- Strong computer skills including shipping programs and courier web-site navigation

- Past experience with Microsoft Office, Excel, Word, and Outlook.

- Ability to learn quickly and thrive in a fast-paced environment.

- Strong attention to detail and ability to follow detailed instructions and SOPs

- Proactive problem solver always seeking to make processes better and more efficient.

- Ability to work independently.

- Able to effectively communicate verbally and in writing

- Experience in working with a team

- Eager to be a part of a fast growing business

Work remotely

No
Job Types: Full-time, Permanent, Seasonal

Pay: $18.00-$19.00 per hour

Expected hours: 41.5 per week

Benefits:

Casual dress Dental care Extended health care Store discount
Schedule:

8 hour shift Monday to Friday Weekends as needed
Experience:

customer service: 1 year (preferred)
Work Location: In person