Job Description

At Home Coffee Solutions Ltd., we are committed to providing exceptional customer experiences both online and in-store. As a valued member of our customer care team, you will support coffee enthusiasts by responding promptly and professionally to inquiries via phone, email, live chat on our Gorgias help desk platform, and in person at our retail location. Your expertise will help customers navigate our Shopify online store, resolve product and order questions, and receive hands-on assistance in our showroom. By collaborating closely with our warehouse, logistics, and service teams, you'll ensure seamless service from purchase to post-sale support--upholding the values that make Home Coffee Solutions a trusted name for home coffee lovers across Canada.

Responsibilities

Respond promptly and professionally to customer inquiries via phone, email, and live chat using the Gorgias help desk platform Provide knowledgeable support for product questions, order status, returns, and warranty issues Assist customers with navigating the Shopify online store, placing orders, and resolving checkout issues Maintain accurate records of customer interactions and follow up as needed to ensure resolution Collaborate with warehouse, logistics, and service teams to resolve customer concerns efficiently Identify and escalate complex or unresolved issues to the appropriate team members or management Process refunds, exchanges, and returns in accordance with company policies Contribute to a positive, customer-focused team environment and uphold company values in all communications Assist with creating and updating help desk macros, FAQs, and self-service resources Gather customer feedback and report trends or recurring issues to management for continuous improvement

Requirements

1+ year of experience in customer service, preferably in an eCommerce or retail environment Experience using help desk platforms (Gorgias, Zendesk, Freshdesk, etc.) required; Gorgias experience strongly preferred Familiarity with Shopify or other eCommerce platforms is an asset Excellent verbal and written communication skills in English Strong problem-solving skills and attention to detail Comfortable handling a high volume of phone and digital inquiries Ability to work independently and as part of a small, collaborative team Positive attitude and commitment to delivering exceptional customer experiences

Verbal and written proficiency in French is a significant asset

Job Type: Full-time

Pay: $19.00-$25.00 per hour

Expected hours: 40 per week

Benefits:

Casual dress Company events Discounted or free food On-site parking Store discount
Schedule:

Monday to Friday Weekends as needed
Work Location: In person