Online Customer Support Representative

Job Summary

As a locally owned and operated business, we pride ourselves on offering exceptional customer experiences both online and in-store. We are seeking a dedicated and enthusiastic Online Customer Support Representative to join our dynamic team. This role is essential in providing exceptional service to our customers, addressing inquiries, and resolving issues efficiently. The ideal candidate will possess strong communication skills and a passion for helping others, ensuring a positive experience for every customer interaction. This position will be mostly remote but will require on-site from time to time.

• Applicants must be located in Ottawa or nearby areas. We are not accepting remote applicants for this role."

Duties

• Respond to customer inquiries via phone, email, and chat in a timely and professional manner.
• Provide accurate information regarding products and services, assisting customers with their needs.
• Provide expert knowledge about our products, availability, shipping options, and in-store pickup services
• Place and coordinate online orders with prompt and clear communication between vendors, warehouses, freight partneres and clients
• Track order progress, provide regular updates, and flag any delays or issues to internal teams like warehouse, logistics, and fulfillment
• Resolve order issues, delivery questions, or product concerns with a positive, solutions first approach
• Coordinate with store staff to fulfill local pickup orders from our Ottawa or Fredericton locations
• Process returns, exchanges, and refunds in line with our policies
• Process defect and damage claims in line with our policies
• Maintain accurate records of customer interactions using our eCommerce platforms (e.g., Shopify)
• Flag recurring issues and provide feedback to improve customer experience and service efficiency
• Utilize data entry skills to maintain accurate customer records and update information as necessary
• Demonstrate strong phone and email etiquette while handling inquiries, ensuring clarity and professionalism at all times
• Engage in upselling opportunities by identifying customer needs and recommending appropriate products or services.
• Analyze customer feedback and provide insights to improve service delivery and customer satisfaction.
• Collaborate with team members to resolve complex issues and enhance overall service quality.
• Maintain knowledge of company policies, procedures, and product offerings to provide informed support.

Experience

• 1–2 years of customer service or eCommerce experience preferred
• Strong written and verbal communication skills
• Tech-savvy with the ability to learn tools like Shopify, Google Workspace, Gmail
• A calm and professional demeanor, even when under pressure
• Highly organized with excellent attention to detail
• Interest in home décor, design, and/or fashion
• Bilingual (English/French) is an asset
• Excellent analytical skills to assess situations and provide appropriate solutions. Join us in delivering outstanding support to our valued customers while growing your career in a supportive environment

Why Join Modern Komfort?

• Be part of a growing Canadian brand with a loyal customer base
• Work in a supportive, female-led team environment
• Enjoy a flexible work arrangement with potential in-store perks
• Opportunities to grow into more specialized roles in sales, styling, or operations

Job Type: Full-time

Pay: $18.00-$22.00 per hour

Expected hours: 37.5 per week

Benefits:

• Dental care
• Extended health care
• On-site parking
• Paid time off
• RRSP match
• Store discount

Application question(s):

• Are you currently located in or near Ottawa, ON?

Work Location: Hybrid remote in Gloucester, ON K1J 9M1