Customer Service Representative

Pergolux; Vancouver; On-site; CAD 40,000 - 50,000; Full time

Job summary

A leading outdoor living company located in Vancouver is seeking an Associate Customer Service Agent to serve as the first point of contact for customers. The ideal candidate will provide timely, empathetic support through various channels while encouraging customer satisfaction and feedback. Responsibilities include managing customer inquiries and orders while collaborating with various teams. The role offers a supportive environment with health insurance, professional growth opportunities, and a team-oriented culture.

Benefits

Comprehensive health insurance coverage

Retirement plan options

Paid vacation and sick days

Employee discounts on all products

Comfortable workspace with snacks and beverages

Qualifications

• 0–2 years of customer service or related experience.
• Comfortable with multitasking and handling multiple channels.
• Collaborative, empathetic, and committed to customer satisfaction.

Responsibilities

• Deliver responsive, professional assistance via phone, chat, and email.
• Support customers with order modifications and tracking.
• Advise customers with product fluency.

Skills

Strong written and verbal communication skills

Multitasking

Customer satisfaction commitment

Tools

Zendesk

Shopify

Job description

About Us

At PERGOLUX, we’re redefining outdoor living through sleek, smart pergola systems that blend Scandinavian design with cutting-edge functionality. From our beginnings in Norway to our growing global presence, we are committed to delivering excellence in both product and customer experience. Our team is passionate, quality-driven, and laser-focused on helping our customers create the outdoor spaces of their dreams.

The Opportunity

As an Associate Customer Service Agent, you'll be the first point of contact for our customers, delivering timely, empathetic support across chat, phone, and email. This is an ideal role for someone early in their career looking to build a solid foundation in customer experience, order management, and troubleshooting. You'll follow standardized workflows but also be encouraged to grow into areas of specialization based on your interests and the team's needs.

What You'll Do

Customer Support & Issue Resolution

• Deliver responsive, professional assistance via phone, chat, and email.

• Handle inquiries, complaints, and service issues with care and clarity.

• Escalate complex cases to Claims or management per defined protocols.

• Ensure full resolution and timely updates for all customer interactions.

Order Management

• Support customers with order modifications, tracking, cancellations, and delivery status.

• Respond to WISMO inquiries with speed and accuracy.

• Coordinate with logistics and warehouse teams on fulfillment and shipping.

• Work with third-party logistics partners to resolve delivery delays.

Product Knowledge & Troubleshooting

• Develop product fluency to confidently advise customers.

• Use scripts, FAQs, and Help Desk resources to deliver first-level tech support.

• Escalate complex technical cases with all necessary data collected.

• Participate in product installations and training sessions to deepen understanding.

Cross-functional Collaboration & Documentation

• Liaise with sales, technical support, and logistics for aligned customer communication.

• Maintain meticulous records in Zendesk, Shopify, and internal platforms.

• Ensure complete handoffs with documented case histories for escalations.

Customer Satisfaction & Feedback

• Encourage positive reviews on Trustpilot and Google.

• Collect and share customer feedback to inform product and service improvements.

Who You Are

• 0–2 years of customer service or related experience.

• Strong written and verbal communication skills.

• Comfortable with multitasking and handling multiple channels.

• Eager to learn systems such as Zendesk, Shopify, or similar platforms (training provided).

• Able to follow troubleshooting scripts and escalate with precision.

• Collaborative, empathetic, and committed to customer satisfaction.

Bonus Qualifications

• Experience in e-commerce or home improvement sectors.

• Familiarity with order management or logistics workflows.

• Basic technical troubleshooting abilities.

What Success Looks Like

• Respond to all chat inquiries within 30 seconds.

• Answer all emails within 24 hours.

• Maintain First Contact Resolution (FCR) at or above target rate.

• Achieve a CSAT score that meets or exceeds company goals.

• Ensure 100% of inquiries are properly documented in relevant systems.

What We Offer

• 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.

Our Commitment to Diversity

PERGOLUX celebrates diversity and is committed to creating an inclusive environment for all employees. We welcome applicants of all backgrounds, identities, and experiences to join our team and help us build something exceptional.