Customer Service Representative

Pergolux GmbH; Vancouver; On-site; CAD 40,000 - 56,000; Full time

Benefits offered by this job

Health insurance

Retirement plan

Paid vacation

Global team

Growth opportunities

Team events

Employee discounts

Snacks & drinks

Job summary

Pergolux GmbH is seeking a Customer Service Representative to act as the brand ambassador across email, phone, and chat, handling inquiries, processing orders, and guiding customers through troubleshooting for a smooth experience.

You will collaborate with sales, logistics, and support teams, maintain accurate records in Zendesk and Shopify, and contribute to collecting feedback to improve service in a fast-growing ecommerce environment.

Qualifications

• 0–2 years of experience in customer service, e‑commerce, or related roles.
• Excellent written and verbal communication with a customer-first approach.
• Ability to multitask across multiple channels in a fast-paced environment.
• Strong adaptability to master systems such as Zendesk and Shopify; follow troubleshooting scripts.

Responsibilities

• Deliver responsive, professional assistance across phone, chat, and email to resolve inquiries and follow defined protocols.
• Manage customer orders including modifications, cancellations, tracking, and delays with logistics/warehouse partners.
• Build product fluency to provide first-level technical support using scripts and FAQs; gather data for escalations.
• Collaborate cross-functionally with sales, logistics, and technical support to maintain unified communication and accurate records in Zendesk and Shopify.
• Actively gather customer feedback and encourage brand reviews to inform service improvements.

Skills

Customer service

Communication

Multitasking

Empathy

Tools

Zendesk

Shopify

Order management tools

Job description

As a Customer Service Representative, you will serve as the primary brand ambassador for PERGOLUX, delivering exceptional support across email, phone, and chat while managing orders and assisting with technical troubleshooting to elevate our customer experience. At PERGOLUX, we are redefining outdoor living through sleek, smart pergola systems that blend Scandinavian design with cutting-edge functionality. Grounded in our core values of Integrity, Ambition, Innovation, Humility, Appreciation, and Unity, our team operates across 14+ countries with a passion for excellence, continuous growth, and helping customers build the outdoor spaces of their dreams.

What You’ll Do

• Deliver responsive, professional assistance across phone, chat, and email to resolve customer inquiries and manage issue resolution per defined protocols.
• Manage customer orders by facilitating modifications, cancellations, tracking, WISMO inquiries, and coordinate directly with logistics and warehouse partners to resolve delivery delays.
• Build deep product fluency to provide first-level technical support using scripts and FAQs, while accurately collecting data for complex escalations.
• Collaborate cross-functionally with sales, logistics, and technical support teams to maintain unified customer communication and meticulous records across Zendesk and Shopify.
• Actively gather customer feedback and encourage positive brand reviews on platforms such as Trustpilot and Google to inform continuous service improvements.

What You’ll Bring

• 0–2 years of experience in customer service, e-commerce, or related customer-facing roles.
• Excellent written and verbal communication skills with a strong empathetic, customer-first approach.
• Ability to multitask efficiently across multiple communication channels in a fast-paced environment.
• Strong adaptability and eagerness to master systems such as Zendesk, Shopify, and order management tools.
• Precise execution in following troubleshooting scripts, capturing case histories, and escalating complex inquiries when necessary.

Benefits

• 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.