Customer Service Representative

1 day ago

Richmond Hill, Canada Universal Soul Service Corp. Full time

**Overview**:
**Responsibilities**:

- Order entry and processing customer payments by phone
- Process customer refunds following the approval process
- Liaise with the shipping department to follow up on customer orders
- Managing customer interactions/documentations in the CRM database
- Connect with the Payment plans team to help resolve customer queries around payment terms
- Remote support for Master Sha events and other global events, including and in addition to customer queries:

- Work with Qi department to set up services pre, during and post events
- Monitor campaign and report any reading requests to the Managers
- Monitor multi-language mailboxes and liaise with team members (and volunteers) who are answering inquiries
- Create a Word document summarizing the Special Services offered during the event (within 3 days after end of event)
- Monitor event live chat on webcast and provide customer updates and announcements
- Monitor and guide Event Support team who also monitor live chat
- Send post event surveys and monitor post event survey results and communication results to Customer Service Manager
- Track tasks and fill time sheets on daily and weekly basis
- Provide input to daily, weekly and monthly KPI reviews on trends analysis for Customer Service stats and assess own performance including improvement areas, including call QA results
- Send communication to all customers through MailChimp (Eblast) and CRM system
- Run registration or sales reports as required
- Create campaign and add products and services as needed outside events
- Attend meetings to represent GCS, participate in testing or other related tasks for IT infrastructure projects as requested by Jing Coordinator
- Flexible to work in a shift environment which may include weekends

**Qualifications**:

- Customer Service Experience is essential in a contact centre environment, understanding basic call flow
- Understanding, knowledge or experience of service industry, preferably alternative health/healing industry
- Excellent written, verbal communication and interpersonal skills with the ability to communicate effectively with a wide variety of people on all levels of the organization with courtesy and respect
- Proficiency in Zendesk support systems (support, guide, chat and more).
- Additional language skills are preferred as this is a multilingual customer service channel (German, French, Dutch, Hindi, Japanese).

**Competencies**:

- **Adaptability**: Personal willingness and flexibility and possess the ability to effectively work in, and adapt to change.
- **Client Focus**: Understanding and meeting or exceeding customer needs while accommodating different cultural and language aspects.
- **Problem Solving and Judgment**: Ability to assess options and implications in order to identify most appropriate and best solution/s considering customer impact, company impact including legal, compliance and privacy laws.
- **Organizational Skills**: Strong organizational and time management skills that will ensure your ability to work well under pressure and have ability to “multi-task” and remain focused during high traffic times especially during events, without compromising attention to detail and ability to track queries/requests and ensuring follow-up by self or others with other departments.
- **Self-Management and Accountability**:Passionate self-starter, reflecting on past experiences in order to manage and continually improve our own performance and growth on all levels.
- **Organizational Awareness**:Understands the structure of the organization.
- **Ethics and Integrity**:Understands the 10 Da values of Master Sha’s teaching and these are applied to customer interactions
- **Team Work**:works as part of the team, shares duties, tasks, supports others easily, relies on the team appropriately to ask for help/support, when needed and demonstrations great collaboration.

**Job Types**: Full-time, Permanent

**Salary**: $35,000.00-$40,000.00 per year

**Benefits**:

- Company events
- Dental care
- Extended health care
- Paid time off
- RRSP match
- Vision care
- Work from home

Schedule:

- 8 hour shift
- Weekend availability

Supplemental Pay:

- Bonus pay

**Education**:

- DCS / DEC (required)

**Experience**:

- Customer Support & Client Services Occupations: 3 years (required)
- Zendesk Support: 2 years (required)

**Language**:

- French, German or Dutch (preferred)

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