E-Commerce Customer Experience Coordinator

7 days ago

Ottawa, Ontario, Canada CanadaWheels Full time
Customer Service Representative Opportunity

We are seeking a detail-oriented and customer-centric E-Commerce Customer Service Representative to join our Ottawa team at CanadaWheels.

Company Overview:

Celebrating its growth as Canada's leading online retailer of automotive wheels, tires, and parts, CanadaWheels is dedicated to revolutionizing the automotive e-commerce experience. Our commitment to excellence drives us to seek like-minded individuals who share our passion for delivering exceptional customer service.

Role Summary:

This role offers a unique opportunity to be at the forefront of customer interactions, guiding customers through every stage of their journey with unwavering dedication and empathy. As an E-Commerce Customer Service Representative, you will not only provide top-notch support but also ensure accurate order processing, resolve post-purchase issues, and contribute to maintaining financial transaction integrity.

Key Responsibilities:

  • Respond promptly and accurately to customer inquiries via phone, email, or chat, fostering an efficient and empathetic customer experience.
  • Foster enduring relationships by addressing questions and concerns promptly and professionally, ensuring each interaction reflects the highest level of service.
  • Exhibit a positive demeanor in daily operations, promoting effective communication and adept resolution of customer inquiries.
  • Cultivate product knowledge, enabling you to guide customers through available options and make informed decisions.
  • Document customer interactions, transactions, feedback, and complaints, ensuring meticulous record-keeping for future reference and improvement initiatives.
  • Collaborate closely with colleagues and supervisors, upholding seamless internal communication for swift query resolution.
  • Apply mathematical skills and proficiency in Excel and data analytics tools to accurately adjust, calculate, and verify invoices, ensuring seamless billing and transaction processes for both customers and suppliers.

Qualifications:

  • A minimum of a high school diploma; a college or university degree is an asset.
  • Fluent verbal and written communication skills in English and French are mandatory.
  • The ability to professionally handle and resolve challenging customer situations.
  • Proficiency in computer systems, software, and e-commerce platforms.
  • Prior experience in customer support roles, showcasing problem-solving and empathy skills.
  • A basic understanding of data analysis concepts and a willingness to learn more.
  • Familiarity with data analysis tools such as Excel and Google Sheets.

Benefits:

  • A comprehensive health, wellness, and dental benefits package.
  • Engaging weekly team social events and Happy Hours.
  • Access to unlimited healthy food, snacks, and coffee.
  • Continuous learning and growth opportunities to nurture your professional development.
  • A supportive and collaborative team environment that encourages growth.
  • An opportunity to work in a modern and upscale downtown Ottawa office space.
  • Flexible hybrid work options for a balanced work-life experience.

Salary: $45,000 - $55,000 per annum based on location and experience.

Inclusion and Diversity: At CanadaWheels, we are committed to creating an inclusive and diverse work environment where all employees feel valued, heard, and supported. We strongly encourage applications from Indigenous individuals, individuals from racialized communities, people with disabilities, LGBTQ+ individuals, and those with intersectional identities.

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