Administrator and Customer Service Representative

4 days ago

Concord, Canada VapeLoft.com Full time

Job Summary

Key Responsibilities
- **Order Management**: Assist customers with order-related inquiries, including product questions, order status updates, returns, and exchanges.
- **Live Chat and Chatbot Support**: Engage with customers via live chat, assess when a chat should be directed to a human representative, and assist with chatbot responses as needed.
- **Fulfillment Coordination**: Coordinate with the fulfillment team to ensure accurate and timely processing of orders and handle any issues related to shipping or delivery.
- **Administrative Tasks**: Maintain accurate records, update customer information, and document communications. Handle customer follow-ups and manage inquiries related to order processing and fulfillment.
- **Issue Resolution**: Resolve issues related to orders, payments, and returns effectively, while documenting resolutions for future reference.
- **Process Improvement**: Contribute ideas to improve customer support processes, suggest enhancements to FAQs and self-service options, and assist in implementing changes to enhance customer satisfaction.
- **Cross-functional Collaboration**: Work closely with the marketing and product teams to address customer feedback and ensure it informs product development and marketing strategies.

**Qualifications**:

- **Fluency in English**: Exceptional spoken and written communication skills in English, with a focus on professionalism and clarity.
- **Experience in Customer Service**: Minimum 1-2 years of experience in a customer service or administrative role, preferably in e-commerce or a related field.
- **Organized and Detail-oriented**: Strong attention to detail with the ability to manage multiple customer inquiries and tasks concurrently.
- **Problem-solving Skills**: Able to assess and resolve customer issues efficiently, with a proactive approach to customer satisfaction.
- **Team Player**: Comfortable working in a collaborative environment and willing to assist other team members as needed.
- **Adaptable**: Able to adjust to evolving procedures, products, and customer service tools as the company grows.

Preferred Skills
- **E-commerce Experience**: Previous experience working in an e-commerce setting, especially with order processing and fulfillment.
- **Multitasking Ability**: Comfortable managing a high volume of customer inquiries and handling multiple administrative tasks efficiently.
- **Proactive and Self-motivated**: Takes initiative to solve problems and enhance processes, with a customer-first mindset.

**Benefits**:

- Competitive salary
- Opportunity to grow with a fast-paced e-commerce company
- Flexible work environment
- Employee discounts on products

Pay: From $20.00 per hour

Expected hours: 30 - 40 per week

Additional pay:

- Bonus pay
- Overtime pay

**Benefits**:

- On-site parking
- Store discount

Flexible language requirement:

- French not required

Schedule:

- Monday to Friday

**Experience**:

- Customer service: 1 year (required)

**Language**:

- English (required)

Work Location: In person

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