Customer Service Representative

5 months ago


Remote, Canada RC Products Ltd. (RC Pets) Full time

**POSTION sUMMARY**

**MAIN-THING**

1. Drive continuous improvement in the consumer experience by delivering Gold-Star customer service best practices. Work closely with the customer service team to ensure timely and satisfactory resolution of consumer inquiries and issues.

2. Foster collaboration with internal teams, including Marketing, Sales, Product Development, IT, and Operations, to optimize processes and ensure that we meet all consumer requirements effectively.

**PRIMARY RESPONSIBILITIES**

**1.** Provide assistance and effective problem-solving support to customers, ensuring a seamless shopping experience on RC Pet's website. This includes addressing purchase-related queries, providing guidance on product usage, and facilitating quality promise submissions, all with the ultimate goal of achieving customer satisfaction.

**2.** Efficiently handle multiple web chat conversations with consumers concurrently.

**3.** Respond to and follow up on consumer inquiries received through different contact platforms.

**4.** Support Web and Marketing team with new product launches by reviewing product pages for accuracy and product details.

**5.** Engage in product follow-up with consumers upon request.

**6.** Perform routine website audits to enhance information quality based on consumer experience inquiries and feedback.

**7.** Continuously improve the FAQs (Frequently Asked Questions) for enhanced customer support.

**8.** Play an active role in enhancing our website by leveraging user feedback, questions, and comments to propose improvements to product information and the overall shopping experience.

**9.** Manage consumer complaints and offer suitable solutions within company guidelines; conduct follow-ups to ensure successful resolution.

**10.** Adhere to RC Pets’ communication procedures, guidelines, and policies.

**11.** All other related duties as required by the Customer Service Supervisor or Manager.

**QUALIFICATIONS & EDUCATION**

**1.** 3-5 years of experience in Customer Service roles or Retail sales

**2.** Strong communication skills, characterized by a pleasant demeanor and the ability to effectively work with individuals and support consumers of diverse personalities.

**3.** Experience with systems such as Zendesk, ERPs, web analytics tools, and e-commence platforms is an asset.

**4.** Excellent communication and interpersonal skills to collaborate with cross-functional teams and build relationships with all team members.

**5.** Attention to detail to be able to provide written communication to customers free of spelling or grammatical errors.

**6.** Strong organizational skills to be able to keep up with various customer needs and conduct follow-ups in a timely manner.

**7.** Adaptability and flexibility in order to deal with different customers and needs in a short period of time.

**8.** Patience to be able to stay calm in a fast-paced e-commerce environment.

**9.** Work experience in direct-to-consumer sales, and e-commence environment is an asset.

**10.** Strong understanding of e-commerce platforms and digital marketing channels.

**11.** Experience in the pet industry/ pet owner is considered an asset.

**Benefits**:

- Casual dress
- Dental care
- Disability insurance
- Extended health care
- Life insurance
- Vision care
- Work from home

Schedule:

- 8 hour shift

Application question(s):

- Are you eligible to work full-time in Canada?

**Experience**:

- Customer service: 1 year (preferred)
- Zendesk: 1 year (preferred)

**Language**:

- French (required)

Work Location: Remote



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