Customer Service Representative

3 months ago


Scarborough, Canada Mastermind Toys Full time

**We’re hiring Mastermind Toys has big plans and we want YOU to join our growing team We have a customer-obsessed culture, which we believe starts with employee experience. We jump at the chance to co-create with our customers and employees, while staying true to our Canadian roots. Over 40 years later, Mastermind Toys is the nation’s largest specialty toy and children’s bookstore, and we deeply believe that “Play Comes First."**

**Responsibilities**:

- Follow established policies and routines using authority within established parameters to deal effectively with customer questions and concerns.
- Use the e-Commerce system to access customer product orders and check status, order details, shipment and delivery information. Review orders to ensure consistency with approval guidelines. Release approved orders or escalate those orders that do not meet parameters.
- Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up.
- Provide information to promote satisfaction, enhance sales, and meet conversion targets for web store
- Physically handle customer orders and product to review accuracy, validate returns, and generate replacements.
- Accurately complete adjustments to ensure ongoing financial and inventory fidelity.
- Maintain customer accounts and order records by accurately documenting customer issues, interactions, and resolutions.
- Coordinate with internal and external partners to seek information on behalf of the customer.
- Support retail store locations by assisting in resolving escalated customer concerns.
- Meet personal & team targets related to a variety of key performance indicators of sales and productivity.

**Qualifications**:

- High School diploma. One year previous customer service experience (Previous Mastermind experience is an asset)
- Flexibility and availability to work a variety of shifts.
- Strong knowledge of customer service processes and solid problem-solving skills required
- Strong clear verbal and written communications skills
- Must be able to complete work to required standard and within time constraints for each activity
- Demonstrated ability to work through customer issues to achieve a desired outcome
- Mastermind Toys is committed to accommodating applicants with disabilities throughout the recruitment and selection process. Upon request, Mastermind Toys will, in consultation with the applicant, determine the nature of any accommodation that may be required._
- We sincerely thank all applicants for their interest in Mastermind Toys; however only those selected for an interview will be contacted._

**Job Types**: Full-time, Fixed term contract, Seasonal
Contract length: 3 months

Pay: $17.50 per hour

Expected hours: 40 per week

**Benefits**:

- Casual dress
- On-site parking

Flexible language requirement:

- French not required

Schedule:

- Day shift
- Monday to Friday
- Weekends as needed

Application question(s):

- Can you reliably commute to 415 Milner Avenue, Scarborough ON?

Work Location: In person

Expected start date: 2024-10-15



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