Customer Service Representative

6 months ago

Toronto, Canada Northern Reflections Full time

Established in 1985, Northern Reflections is an iconic Canadian apparel & lifestyle brand with over 130 locations from coast to coast, a thriving e-commerce business and a team of talented in-house designers. We are proud to be recognized not just as a clothing brand, but also as one of Canada’s most loved employers

For over 37 years Northern Reflections has been attracting top talent to join our transformational Canadian retail success story. Our quest for enthusiastic, innovative people is vital to the growth of our brand and to ensure we maintain the trust we have earned with our customers over the past decades.

At Northern Reflections, we provide an environment of empowerment where cross-functional teams collaborate and support one another to achieve mutual goals. We believe in integrity, respect and building a high-performing atmosphere that thrives on innovation and adaptability.

As our business evolves, our vision has remained constant:

- We are devoted to our customers, passionate about our brand, and inspired by our people._

Reporting to our Senior Manager, Store Operations, the **Customer Service Representative **will be responsible for a variety of duties having a direct impact on the customer experience.

This full-time position offers a hybrid work model with 2 days/week at our Store Support Centre in Etobicoke.

**Job** **Duties**
- Answering live calls and engaging the customer in a friendly, professional manner

manner
- Placing Shop by Phone orders for customers online and adding on by suggesting additional
items
- Monitoring and approves/declines Product Reviews and responds as needed
- Monitoring a variety of Social Media platforms and responding
- Adjusting rewards and updates customer loyalty accounts
- Supports stores with Customer Relations issues as needed
- Promotes charity campaigns by asking for donations during campaigns

and enthusiastic manner
- Actions price adjustments, and assists customers with online account updates as needed

professional & timely manner
- Assists with other tasks as needed

**Requirements**:

- High School diploma
- 1-3 years of direct Customer Service experience in a Call Centre environment
- Flexibility to work days, evenings & weekends
- Fluent in English - written, verbal
- Energetic, upbeat & positive attitude
- Strong knowledge of the Northern Reflections brand
- Shows initiative & uses time effectively
- Team focused and the ability to build strong relationships
- Exceptional Customer Service & Selling Skills
- Ability to deal with challenging Customers
- Strong communication skills - written and verbal
- Listens intently to understand & shows empathy
- Solution oriented
- Ability to multitask
- Able to work efficiently as part of a team as well as independently
- Excellent interpersonal skills
- Ability to prioritize work
- Attention to detail

**Technical Skills**
- Strong computer skills including Microsoft Office, Microsoft Word and Excel
- Knowledge & understanding of using multiple databases - NAV, Five 9, Big Commerce

Flexible Language Requirement:

- French not required

Schedule:

- 8 hour shift

**Experience**:

- Call center: 2 years (required)
- Retail sales: 2 years (required)

Work Location: In person

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