Customer Service Associate

1 day ago

Toronto, Ontario, Canada StickerYou Full time

Customer Service Associate role at StickerYou, a global e-commerce leader in custom-printed products, requires strong communication and problem-solving skills to drive customer satisfaction and loyalty.

StickerYou is a global e-commerce leader in custom-printed, die-cut products that empowers businesses and consumers to create professional-grade materials for marketing, packaging, décor and personal expression. Founded in 2008, StickerYou is an influential e-commerce trendsetter, using proprietary die-cut technology to create customized stickers, decals, iron-ons, badges, patches, labels, magnets and more in orders of one - to hundreds of thousands.

Fueled by a creative and passionate team, StickerYou is dedicated to growing the most engaged and talented people in Toronto, Canada.

The Customer Service Associate is responsible for increasing and driving customer satisfaction, loyalty and retention by answering customers' inquiries at an increasing volume. This role requires a strong ability to communicate clearly and effectively handle deadlines in a fast-paced environment. The ideal candidate will be resourceful, a great team player, and proactive in providing great assistance to our customers.

  • Action on-hold items in PrintShop as appropriate and inform customers
  • Emailing customers as needed, adding notes as needed + updating statuses on orders
  • Using Adobe Acrobat to add text on images to show size examples for customers (to let them know what size they should increase their text to, for quality printing)
  • Investigate missing, incorrect and/or incomplete orders using the available information
  • Communicating with Customers via Email and our Live Chat platform
  • Establish customer loyalty and retention by responding to customer inquiries quickly and respectfully
  • Collaborate with the production department with regard to customers orders, trending issues, and quality concerns
  • Brainstorm strategies to improve outward communication, gain actionable insight on customer issues and increase employee morale
  • Communicate openly with management about concerns regarding processes, user experience, software and/or employee issues
  • Provide solutions that maintain customer satisfaction and follow established policies
  • Monitor customer inquiries for trends and develop customer-centric strategies
  • Complete special projects when assigned or given by the Customer Care Team Lead
  • Additional responsibilities as needed

Requirements:

  • Available to work Monday - Friday, with some weekend coverage ideal
  • 1+ years of work experience in a customer care role, or similar experience such as printshop, agency, or retail settings.
  • Live Chat/Online support help experience
  • High proficiency in Google Workspace and HelpScout
  • Proven track record hitting and exceeding KPIs and assigned targets
  • High proficiency in PC/Windows operating system
  • Proficient in Adobe Acrobat Reader
  • Bonus: Experience in the graphic arts, printing, project/account

Key Qualities:

  • Process and detail-oriented
  • A problem solver
  • A great Verbal and written communicator
  • A Charismatic and Positive Team Player
  • Self-motivated with Great time management
  • Empathetic and Inquisitive

Perks of working at StickerYou:

  • A high-growth company with a strong leadership team
  • Company-wide positive energy that's infectious - people enjoy coming to work
  • Fast-changing environment with ample learning and growth opportunities
  • Growing a global Canadian brand
  • Strong corporate vision to make small companies "Better"
  • Ability to serve a variety of small and medium-sized businesses in many segments
  • Canadian company with local manufacturing thereby supporting our local economy
  • Experience with cutting edge e-commerce and customization technology
  • Stickers

Diversity and Inclusion

StickerYou is strongly committed to Diversity and Inclusion and aims to create a healthy, accessible and rewarding work environment which highlights employees' unique contributions to our company's success. If you require accommodation for the recruitment or interview process, please let us know and we will work with you to meet your needs. As an equal opportunity employer, we welcome applications from all to help us build a diverse workforce which reflects the diversity of our customers, and communities, in which we live and serve.

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