Ecommerce Customer Service Representative

6 months ago

Montréal, Canada Union Lighting Full time

**Ecommerce Customer Service Representative (bilingual)**

This is a full-time, in-person, permanent position.

**Who are we?**
At Union, we're more than just a company; we're a family that has been serving our community since 1914. We take pride in our legacy of exceptional customer service and our commitment to fostering relationships and partnerships. If you're looking for a rewarding career in a family-owned and operated business that truly cares about its customers and employees, you've come to the right place.

**Are you the one?**
The **Ecommerce Customer Service Representative** plays a crucial role in ensuring a positive customer experience for online shoppers. They are responsible for addressing customer inquiries, resolving issues, and providing assistance throughout the online shopping process.

**Our Makeup**
Union is made up of two main divisions: our commercial department, which has offices in Montreal, Quebec, and Florida. We design and implement floor-to-ceiling lighting packages for clients in retail, hospitality, real estate, and beyond, outfitting their offices and industrial spaces with solutions that are as functional as they are aesthetic.
Our retail and e-commerce departments work from our beautiful 25,000-square-foot space within the Carre Union Décor Center, perfectly situated on Decarie Boulevard in Montreal.

**Our Culture**
Union is a company that values learning, continuous improvement, and collaboration. Our commitment is to hire and promote individuals who embody these values - those who possess an unquenchable curiosity, consistently inquire, provide constructive feedback, and flourish within a team-oriented environment.
Union’s employee-centric culture is just as much about achieving results as it is about having fun along the way.
We prioritize the continuous development of our team, equipping them with the skills and knowledge they need to not only grow but also succeed with confidence in their roles.

**Responsibilities**:
Order Management: Assist customers with order placement, tracking, and modifications, ensuring accuracy and timeliness.
Product Knowledge: Acquire and maintain a deep understanding of the company's products and services to answer customer questions effectively.
Issue Resolution: Investigate and resolve customer complaints, issues, or concerns related to orders, payments, returns, and refunds.
Returns and Refunds: Process return requests, initiate refunds and guide customers through the returns process.
Cross-Selling and Up-Selling: Identify opportunities to promote additional products or services to customers during interactions.
Documentation: Maintain accurate records of customer interactions, inquiries, and resolutions in the customer service database.
Feedback and Improvement: Gather customer feedback and provide insights to improve the online shopping experience and internal processes.
Compliance: Ensure compliance with company policies, including privacy and security standards.
Team Collaboration: Collaborate with other team members, including warehouse staff and sales teams, to address customer needs effectively.

**Experience**:

- Previous experience in a customer service role is required
- Excellent communication skills, both written and verbal
- Strong problem-solving abilities and attention to detail
- Ability to multitask and prioritize tasks effectively
- Fluent in English, Intermediate French
- Experience with Zendesk and Shopify is an asset

**Benefits**
You matter. We know that we cannot do better without your feedback
Small Team within a medium sized company. This will allow you to better connect with your colleagues while still being part of a larger company
Collaborative environment
There are lots of opportunities for growth
Medical Insurance
Store Discounts
Walking distance to the Metro
On-site parking

If you are a motivated individual with a passion for providing exceptional customer service, we would love to hear from you

Join our team and be part of a company that values its employees.
Want to get a better sense of who we are? Check out our Instagram page or our website

*********

**Représentant du Service Client Ecommerce (bilingue)**

Ceci est un poste à temps plein en personne et permanent.

**Qui sommes-nous ?**
Chez Union, nous sommes bien plus qu'une entreprise ; nous sommes une famille qui sert notre communauté depuis 1914. Nous sommes fiers de notre héritage en matière de service client exceptionnel et de notre engagement à favoriser des relations et des partenariats. Si vous cherchez une carrière enrichissante au sein d'une entreprise familiale qui se soucie véritablement de ses clients et de ses employés, vous êtes au bon endroit.

Êtes-vous la personne que nous recherchons ?
Le Représentant du Service Client Ecommerce joue un rôle crucial pour garantir une expérience client positive pour les acheteurs en ligne. Il est responsable de répondre aux demandes des clients, de résoudre les problèmes e

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