Full-time Customer Support Specialist - Canada - Little Burgundy

Little Burgundy

Verified Company

Canada

2 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Full time

Job Summary

Responsibilities:

Use our communication software to interact with your teammates, management, and internal department personnel.
Maintain effective communication with customers to provide accurate and ongoing information as it relates to orders, promotions, shipments, product details, website questions, and returns.
Build personal connections and relationships to promote customer retention and maintain customer loyalty.
Work crossfunctionally with internal teams to ensure a seamless customer experience.
Exhibit and utilize critical thinking, empathy, reading comprehension, and problemsolving skills to provide positive and creative options for customer resolutions.
Meet individual and team customerfocused goals while maintaining the standard of expectations with all Key Performance Indicators (KPIs):

Adherence

Handle Time

After Call/Chat Work

Clearly and concisely notating all customer interactions and closing cases in a timely manner.

Quality Assurance

Attendance

Remaining reliable and dependable for all scheduled shifts.
Act as an ambassador of the brand and adhere to an appropriate and effective set of core values. You're the face of the company.
Demonstrate good followup and followthrough techniques.
Ensure and maintain the safety, security, and privacy of customer information.
Work with customers to resolve any difficulties or complaints by offering exceptional customerfocused solutions and demonstrating an elevated level of attention, care, and followthrough to establish trust and repair the relationship.
Complete additional tasks as requested to support business needs.

Qualifications and Skills

Strong communication (verbal, listening, and written) and interpersonal skills.
Strong ability to comprehend new information, diagnose problems, and provide appropriate resolutions.
Ability to sit for long periods of time.
Ability to successfully work in a fastpaced, everchanging environment while meeting performance expectations and goals set by the business.
Strong ability to resolve conflict and deescalate customer interactions in a calm, professional manner.
Ability to work both independently and in a team environment.
Ability to explain a complex process in an easytounderstand manner.
Proficiency to prioritize and respond quickly to timesensitive matters.
Ability to influence and gain customer loyalty and commitment.
Adept at developing feasible alternative solutions to reach a desired outcome.

Job Requirements

High school diploma or equivalent.
12 years of customer service/retail experience preferred.
Ability to speak and type fluently in English and French.
Meet minimum requirement for words per minute on a typing evaluation.
Must achieve and maintain Store Support Certification.
Must achieve and maintain Escalated Call Certification.
Demonstrate a strong work ethic including taking ownership and pride in your work and making good decisions based on company policies, guidelines, procedures, and expectations.

Work From Home Requirements

A dedicated, secure, and distractionfree workspace.
A desktop or laptop (with latest Operating System installed). No tablets or Chromebooks.
2 functional monitors (a laptop and a monitor or a desktop and 2 monitors).
A cell phone with an active service with a cell phone provider and a cell phone charger.
A web camera (an integrated web camera is permitted), a cell phone headset or USB headset with a microphone, and an external mouse.
Cannot use public Wi-Fi.
All items above are at the employee's expense and will be verified during the hiring process.

Pay:
$16.00-$17.00 per hour

Benefits: