Customer Support Specialist

Northern Fitness; Mississauga; On-site; CAD 42,000 - 60,000; Full time

Job summary

Northern Fitness is seeking a Customer Support Specialist to deliver exceptional service across phone, email, and chat channels. You will ensure inquiries are handled efficiently in line with policies, helping customers with warranty service and product information.

You will leverage knowledge bases to resolve issues quickly, coordinate with technicians when needed, and assist with order status, changes, cancellations, and shipment tracing to keep customers satisfied.

Qualifications

• Experience handling customer inquiries via phone, email, and chat.
• Ability to use knowledge bases to provide product information.
• Strong communication and problem-solving skills.

Responsibilities

• Respond to Zendesk tickets and chat to resolve inquiries professionally.
• Answer inbound calls and voicemails with a friendly, positive tone.
• Investigate order status and escalate issues to ensure timely delivery.
• Provide general product information, warranty details and availability.
• Process order changes and cancellations to minimize refunds.
• Assist with shipment tracing and claims.

Job description

About the job Customer Support Specialist

Job Summary

At Northern Fitness, we strive to provide an exceptional customer experience across all customer touchpoints especially when it comes to interactions with our customer support team. The Customer Support Specialist is responsible for ensuring customer inquiries (phone, email, and chat) are handled in an efficient manner in accordance with company policies and protocols. As one of the primary customer touchpoints, your role is to ensure the customer has a positive experience by handling a wide variety of tasks from facilitating warranty service to providing general product information, having a good understanding of the relevant knowledge bases and resources will ensure success in this position.

Essential Functions

Zendesk Tickets & Chat: Responding to and resolving customer inquiries in a timely manner using professional language to ensure a positive customer experience.

Inbound Phone Calls: Answer phone calls and respond to voicemails in priority sequence, providing customers with a friendly and positive interaction.

Order Investigation & Escalation: Investigate order status’ per customer requests, identify potential fulfillment issues, and elevate for support as required to ensure customers received their order within service level agreement timelines.

Product Information & Support: Provide general product information such as specifications, warranty, and availability. First line product support will be handled by customer support agents (manuals and references are provided) and should be escalated for technician support as required.

Order Changes & Cancellations: Facilitate order changes and cancellations, with an effort to minimize refunds by expediting order processing and/or offering order discounts.

Shipment Tracing & Claims: Assist customers with investigating shipment issues including facilitating shipment tracing and claims processes.