Customer Service Representative

We are a Canadian Health & Beauty brand based in Toronto. We research and develop non-toxic, high-quality skincare designed for the modern men and women of our generation.

We are looking for a Customer Representative Specialist to provide phone, email, and chat-based customer service support. Our ideal candidate is highly respected for their knowledge in customer service and knows how to turn an upset or disappointed customer into a loyal one, instead. Being an Amazon-based business, customer reviews and feedback are important to us and keeping a high review rating will be on your evaluation metrics.

Tasks and Responsibilities
Provide phone, email, and chat customer service support
Respond and resolve product or service problems by clarifying the customers’ complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution
Build customer relationships as part of the service process, ensure customers have a “happy experience” with the company
Manage and update the customer database on a timely manner, documenting all issues and resolutions
Recommend customer service best practices to ensure the company maintains a great brand and product experience with its customers
Proactively looks for ways to improve internal processes and structure in order for the company to build strong relationship with its customers
Others, as assigned
Requirements
At least 1 year Customer Service experience
Excellent English communication skills both oral and written
Knowledgeable in Amazon Seller Central and its messaging platform
Proficiency in ManyChat and MUST know how to provide customer support using the Live Chat and/or assist the customers stuck in a chatbot-based conversation.
Experience setting up ticketing systems and customer relationship management platforms a MUST (e.g. ClickUp, Zendesk, Infusionsoft)
Must demonstrate the ability to listen, understand, and empathize with customers
Willing to work graveyard shifts.
Great internet connections (must show speedtest report)
Bonus:
Experience in removing negative feedback;

If you are interested in this position, please send the following:

- Resume
- 30 second video explaining why you are a great fit for this position
- Subject line must read: "CSR Job"

I look forward to hearing from you!