Customer Support Specialist

Kim Cosic Consulting Inc.; Vaughan; On-site; CAD 32,000 - 41,000; Full time

Benefits offered by this job

2 weeks vacation

Benefits

Job summary

Kim Cosic Consulting Inc. is seeking a Customer Support Specialist to ensure outstanding service across phone, email, and chat by following company policies and utilizing knowledge bases.

You will handle warranty requests, provide product information, and escalate as needed to keep orders on track. Responsibilities include responding to inquiries via Gorgias, managing inbound calls, investigating orders, and facilitating changes or cancellations while aiming to minimize refunds.

Qualifications

• High school diploma or equivalent.
• At least 1 year of experience in customer service.
• Exceptional written and verbal communication skills.
• Ability to follow and adhere to company policies.
• Proficient with Google Workspace, Zendesk or TalkDesk, and Shopify.
• Organized, detail-oriented, able to work under pressure with accuracy.
• Positive, personable attitude.
• General knowledge of the fitness industry and equipment.

Responsibilities

• Gorgias 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 receive their order within service level agreement timelines.
• Product Information & Support: Provide general product information such as specifications, warranty, and availability. First line of 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.

Skills

Customer service

Communication

Policy adherence

Detail-oriented

People skills

Fitness knowledge

Education

High school diploma

Tools

Google Workspace

Zendesk

TalkDesk

Shopify

Job description

My client, a fast growing e-commerce fitness retailer, strives to provide exceptional customer experience across all customer touchpoints, especially when it comes to interactions with their 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.

Description of the role:

• Gorgias 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 receive their order within service level agreement timelines.
• Product Information & Support: Provide general product information such as specifications, warranty, and availability. First line of 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.

MUST HAVE:

• High school diploma or equivalent
• 1 Year of experience working in a customer service position
• Exceptional communication skills (written and verbal)
• Ability to follow and adhere to company policies and procedures
• Proficient with Google Workspace, help desk apps (ZenDesk or TalkDesk), and Shopify
• Organized and detail-oriented mindsetAbility to work efficiently under pressure, while ensuring accuracy
• Positive attitude and extremely personable
• General knowledge of fitness industry and fitness equipment

Hours and location of work:

• Monday to Friday: 9 am to 5 pm (some Saturdays)
• 2-3 days/week working in Vaughan

Performance Bonus:

$23-$30/hour + 10% bonus + benefits and 2 weeks vacation