Job Description

Work Type: 12 month contract

POSITION OVERVIEW

The Customer Support Specialist plays a key role in delivering an exceptional customer experience across digital channels. This position is responsible for responding to customer inquiries, resolving issues received through email and social media platforms, and supporting customers with questions or concerns related to the company's loyalty and gift card programs. The ideal candidate is empathetic, tech?savvy, and able to communicate with clarity and professionalism.

ACCOUNTABILITIES

Respond to customer inquiries received via email, social media, and other digital channels in a timely and professional manner.

Investigate, troubleshoot, and resolve customer concerns, escalating issues when necessary.

Maintain a consistent brand voice and tone across all written communications.

Monitor social media channels for customer questions, complaints, or feedback and engage appropriately.

Assist customers with loyalty program questions, including account access, point balances, rewards, and program rules.

Resolve issues related to gift card activation, balance inquiries, redemption problems, and lost or stolen cards.

Collaborate with internal teams to address system errors or program related concerns.

Identify recurring issues or trends and communicate them to management for process or system improvement.

Follow established workflows, service-level agreements, and quality standards.

EDUCATION REQUIREMENTS

High school diploma or equivalent required, post-secondary degree preferred.

EXPERIENCE

1-3 years of customer service experience preferred.

Job Types: Full-time, Fixed term contract
Contract length: 12 months

Pay: From $20.00 per hour

Work Location: Hybrid remote in Tecumseh, ON