Customer Service Specialist

Community-centric
You proactively engage with styling suggestions, sparking conversations, or jumping into existing threads amongst friends to give them a laugh or a bit of info.
Strong Written English
You will engage with both existing and new customers answering a variety of questions about our products, programs, and corporate ethics through online chats, email, and phone.
Problem Solver
You will interact with our customers in a fresh and fun way with the ability to think on your feet and suggest solutions that will satisfy any ---------- fortable with technology
You are computer savvy and both able and willing to learn new software tools or programs as we adopt them.
Your responsibilities will include (Other duties may be assigned):
*Be the first point of contact by answering customers’ inquiries or resolving any issues through various channels (ie. email, social media, live chat, phone, etc.)
* Follow a maximum 12-hour response time on email responses
* Become well versed in product knowledge and brand policies to recommend products for maximizing sales and to educate customers for ultimate satisfaction
* De-escalate irate situations and know when to pass things to other team members or escalate to the manager
* Go the extra mile and follow up without being prompted
* Research better practices and ways to constantly improve customer experience
* Train and coach future team members (we’re growing!)
* Assist other members of the team when necessary
Qualifications:
* 1-2 years of customer service experience, preferably in an online capacity
* Detail-oriented with excellent written and verbal communication (ie. Proper punctuation, grammar, clear enunciation, etc.)
* Self-motivated with the ability to think outside the box
* Gorgias, Shopify, and Loop experience a plus but not required
* Must have daily access to high-speed internet access, computer/laptop and headphones/microphones for phone calls.
* Must have an active Payoneer Account .
* Must have a quiet working space for phone calls.
Job Details:
• Full-time role with a three-month probation period; no moonlighting.
• 40 hours per week
• Must be able to work between 9 am to 5 pm, 5pm-1am or 1am-9am(EST) Toronto time, weekend shifts may be required.