Customer Support Specialist

My client, a fast growing e-commerce fitness retailer, strives to provide exceptional customer experience across all customer touchpoints, especially when it comes to interactions with their customer support team. The Customer Support Specialist is responsible for ensuring customer inquiries (phone, email, and chat) are handled in an efficient manner in accordance with company policies and protocols. As one of the primary customer touchpoints, your role is to ensure the customer has a positive experience by handling a wide variety of tasks from facilitating warranty service to providing general product information, having a good understanding of the relevant knowledge bases and resources will ensure success in this position.

Description of the role:

Gorgias Tickets & Chat: Responding to and resolving customer inquiries in a timely manner using professional language to ensure a positive customer experience.

Inbound Phone Calls: Answer phone calls and respond to voicemails in priority sequence, providing customers with a friendly and positive interaction.

Order Investigation & Escalation: Investigate order status’ per customer requests, identify potential fulfillment issues, and escalate for support as required to ensure customers receive their order within service level agreement timelines.

Product Information & Support: Provide general product information such as specifications, warranty, and availability. First line of product support will be handled by customer support agents (manuals and references are provided) and should be escalated for technician support as required.

Order Changes & Cancellations: Facilitate order changes and cancellations, with an effort to minimize refunds by expediting order processing and/or offering order discounts.

Shipment Tracing & Claims: Assist customers with investigating shipment issues including facilitating shipment tracing and claims processes.

MUST HAVE:

High school diploma or equivalent

1 Year of experience working in a customer service position

Exceptional communication skills (written and verbal)

Ability to follow and adhere to company policies and procedures

Proficient with Google Workspace, help desk apps (ZenDesk or TalkDesk), and Shopify

Organized and detail-oriented mindset

Ability to work efficiently under pressure, while ensuring accuracy

Positive attitude and extremely personable

General knowledge of fitness industry and fitness equipment

Asset:

Bilingual (FR/EN)

Hours and location of work:

• Monday to Friday: 9 am to 5 pm
• 3 days/week working at 65 Courtland Avenue (Jane & Langley) in Vaughan

Performance Bonus:

Maximum bonus potential of 10% of the employee’s annual earnings. The bonus is to be issued in April annually for previous calendar year performance. Bonus is determined by KPI performance and adherence to company values.

$23-$27/hour + benefits and 2 weeks vacation