Customer Care Agent

GSR Group; Toronto; On-site; CAD 40,000 - 55,000; Full time

Job summary

A leading food service provider in Toronto is looking for a motivated Customer Care Agent. The role involves responding to customer inquiries, resolving complaints, and assisting with orders. Ideal candidates are customer-focused, empathetic, and possess strong communication skills. Prior experience is preferred. Join a dynamic team and contribute to an exceptional customer experience.

Qualifications

• Previous experience in customer service or a related field preferred.
• Ability to address customer issues with a solution-oriented approach.
• Compassionate and patient approach when handling customer concerns.

Responsibilities

• Respond promptly to customer inquiries via various channels.
• Identify and resolve customer complaints or concerns in a timely manner.
• Assist customers in placing orders and processing returns.
• Continuously learn about new products and provide accurate support.
• Encourage customer feedback to improve service quality.
• Keep customer information updated and accurate in the database.

Skills

Excellent verbal and written communication skills

Problem-solving ability

Proficiency with customer service software

Time management skills

Empathy and patience

Teamwork

Education

High school diploma or equivalent

Associate or Bachelor’s degree preferred

Tools

CRM systems

Microsoft Office Suite

Job description

Company Overview

GSR Group proudly owns and operates Wingstop franchise locations providing outstanding food and exceptional service to our guests. We are expanding our support team to include a Customer Care Agent. This role is essential in ensuring a seamless and positive experience for every guest whether they’re asking about menu items, orders or employment opportunities.

Job Overview

We are looking for a motivated customer-focused individual to join our team as a Customer Care Agent. This role you will be the first point of contact for our customers, assisting with inquiries, providing product or service information, resolving complaints and ensuring an excellent customer experience. The ideal candidate is empathetic, patient, and able to handle a variety of situations with professionalism and care.

Key Responsibilities

• Customer Support

  Respond promptly to customer inquiries via phone, e‑mail, live chat, or social media channels.

  Provide accurate information about products, services, and company policies.

  Assist customers with order status, product returns, billing issues, and technical troubleshooting.

• Problem Resolution

  Identify and resolve customer complaints or concerns in a timely and professional manner.

  Offer solutions to customer issues, ensuring customer satisfaction and loyalty.

  Escalate unresolved issues to appropriate departments or supervisors as needed.

• Order Processing & Management

  Assist customers in placing orders, making changes to existing orders, or canceling orders when necessary.

  Process returns, exchanges, and refunds according to company policy.

  Maintain accurate and up‑to‑date records of customer interactions, orders, and transactions in the CRM system.

• Product Knowledge & Training

  Continuously learn about new products, services, and features to provide accurate support to customers.

  Provide feedback to the team or management regarding customer concerns, recurring issues, and opportunities for product or service improvement.

• Customer Feedback & Surveys

  Encourage customers to participate in satisfaction surveys or provide feedback to improve service quality.

  Analyze customer feedback and suggest improvements for processes or products.

• Administrative Support

  Keep customer information updated and accurate in the database.

  Handle administrative tasks such as scheduling appointments, confirming shipments, and assisting with customer records.

• Team Collaboration

  Work collaboratively with team members and other departments to ensure a seamless customer experience.

  Participate in team meetings and contribute ideas for improving customer care operations.

Required Skills and Qualifications

• Education: High school diploma or equivalent. Associates or Bachelor’s degree in a relevant field preferred.
• Experience: Previous experience in customer service or a related field is preferred.
• Communication Skills: Excellent verbal and written communication skills; ability to explain complex information clearly and concisely.
• Problem‑Solving: Strong ability to address customer issues with a solution‑oriented approach.
• Technology Skills: Proficiency with customer service software, CRM systems, and Microsoft Office Suite.
• Time Management: Ability to manage multiple tasks simultaneously, meet deadlines, and prioritize effectively.
• Empathy & Patience: Compassionate and patient approach when handling customer concerns with an ability to remain calm under pressure.
• Teamwork: Ability to work well with others and collaborate in a team‑oriented environment.

Preferred Skills

• Familiarity with specific industry products or services (e.g., tech, retail, finance).
• Experience with live chat or social media customer service platforms.
• Bilingual skills (e.g., English/Spanish) may be a plus.

Key Skills

Abinitio, Business Analysis, Logistics & Procurement, Client Services, Business Analytics

Job Details

Job Title: Customer Care Agent

FLSA Status: Exempt / Non‑Exempt

Position Type: Full‑Time / Part‑Time

Employment Type: Full Time

Vacancy: 1

Experience: years