Customer Service Representative

Role Overview

• Serving as customers' primary point of contact, ensuring all interactions are handled with care and professionalism.
• Responding to all customer inquiries via live chat (Todio), email, and other communication channels.
• Providing accurate information about our products, policies, and services.
• Addressing customer concerns, resolving issues, and ensuring that our customers feel satisfied and valued.
• Troubleshoot our customers' orders via Shopify, Click Ship, and Loop.
• Collaborating closely with internal team members to ensure consistency and to address any escalated issues or special requests.
• Sharing insights and feedback with the internal team to continuously improve our customer experience.

Requirements

• You have experience in a customer service or customer facing role within a DTC or ecommerce customer service environment.
• You have strong communication skills and can resolve or de-escalate challenging customer issues.
• You have familiarity with live chat platforms and customer service software. We use Tidio (live chat) for our live chat.
• You have familiarity with ecommerce tools such as Shopify, Click Ship, and Loop.
• You’re a collaborative team player who can brainstorm with others.
• You’re flexible and can adapt to changing priorities on the go.
• You have a natural ability to remain patient, positive, and professional in all customer interactions.
• Don’t sweat it if you don’t have everything listed above. We believe in growth and curiosity. If you have some of these qualities and are excited about this opportunity, then we want to hear from you!

Benefits

• 3 weeks of paid vacation per year
• 5 additional flex days
• $1,500 CAD annual health spending account
• $250 CAD annual period & menstrual budget
• $1,000 CAD annual allowance towards Poppy & Peonies product
• $400 CAD home office setup allowance