Customer Service Representative
- Vancouver, BC, Canada
$58,000 to $65,000 CAD / year · Full-time
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Job details
- Pay
- $58,000 to $65,000 CAD / year
- Job type
- Full-time
- Apply by
- Experience
- 0–2 years of experience in customer service, e-commerce, or related customer-facing roles.
- Posting language
- English
- Posted
Original job description
As a Customer Service Representative, you will serve as the primary brand ambassador for PERGOLUX, delivering exceptional support across email, phone, and chat while managing orders and assisting with technical troubleshooting to elevate our customer experience. At PERGOLUX, we are redefining outdoor living through sleek, smart pergola systems that blend Scandinavian design with cutting-edge functionality. Grounded in our core values of Integrity, Ambition, Innovation, Humility, Appreciation, and Unity, our team operates across 14+ countries with a passion for excellence, continuous growth, and helping customers build the outdoor spaces of their dreams.
What You’ll Do
Compensation Range: CA$58K - CA$65K
What You’ll Do
- Deliver responsive, professional assistance across phone, chat, and email to resolve customer inquiries and manage issue resolution per defined protocols.
- Manage customer orders by facilitating modifications, cancellations, tracking, WISMO inquiries, and coordinate directly with logistics and warehouse partners to resolve delivery delays.
- Build deep product fluency to provide first-level technical support using scripts and FAQs, while accurately collecting data for complex escalations.
- Collaborate cross-functionally with sales, logistics, and technical support teams to maintain unified customer communication and meticulous records across Zendesk and Shopify.
- Actively gather customer feedback and encourage positive brand reviews on platforms such as Trustpilot and Google to inform continuous service improvements.
- 0–2 years of experience in customer service, e-commerce, or related customer-facing roles.
- Excellent written and verbal communication skills with a strong empathetic, customer-first approach.
- Ability to multitask efficiently across multiple communication channels in a fast-paced environment.
- Strong adaptability and eagerness to master systems such as Zendesk, Shopify, and order management tools.
- Precise execution in following troubleshooting scripts, capturing case histories, and escalating complex inquiries when necessary.
- Comprehensive health insurance coverage.
- Retirement plan options.
- Paid vacation and sick days.
- An international, collaborative work environment that values creativity and innovation.
- Professional growth opportunities in a rapidly scaling e-commerce company.
- Team culture & events including team-building activities, seasonal celebrations, and after-work gatherings.
- Employee discounts on all PERGOLUX products.
- Comfortable workspace with complimentary snacks and beverages.
Compensation Range: CA$58K - CA$65K
More about this job
Responsibilities
Provide responsive customer support by phone, chat, and email, manage orders and delivery inquiries, and offer first-level product troubleshooting. Coordinate with logistics, warehouse, sales, and technical teams, maintain accurate records in Zendesk and Shopify, and gather customer feedback and reviews.
Requirements
The role seeks candidates with 0–2 years of experience in customer service, e-commerce, or a related customer-facing position. Applicants should have strong written and verbal communication, an empathetic customer-first approach, the ability to multitask, adaptability, and precision in following troubleshooting procedures and escalating complex cases.
Skills
- Customer Service
- Written Communication
- Verbal Communication
- Empathy
- Multitasking
- Adaptability
- Technical Troubleshooting
- Order Management
- Issue Resolution
- Customer Feedback Collection
- Cross-Functional Collaboration
- Accurate Record-Keeping
- Escalation Handling
- Product Knowledge
Benefits
- Health Insurance
- Retirement Plan Options
- Paid Vacation
- Paid Sick Days
- Professional Growth Opportunities
- Team-Building Activities
- Seasonal Celebrations
- After-Work Gatherings
- Employee Discounts
- Complimentary Snacks And Beverages
Visa sponsorship
Not detected in the job text
Categories
- Customer Service & Support
- Retail
- Logistics
Keywords
- Customer Service
- E-Commerce
- Phone Support
- Chat Support
- Email Support
- Order Management
- Order Modifications
- Order Cancellations
- Order Tracking
- WISMO Inquiries
- Logistics Coordination
- Warehouse Coordination
- Technical Troubleshooting
- Troubleshooting Scripts
- FAQs
- Case Escalation
- Customer Feedback
- Trustpilot
- Google Reviews
- Zendesk
- Shopify
- Customer Experience
- Issue Resolution
- Cross-Functional Collaboration
- Online And Mail Order Retail