Customer Service Agent (Start ASAP)

The Customer Service Agent will support the company's customer service activities by providing helpful information, answering questions, and responding to complaints. They are the front line of support and help ensure that customers are satisfied with products and services. Throughout all of these interactions, the Customer Service Associate must maintain a high level of professionalism and present the organization in the best light possible.

Provide Direct Customer Support
• Responds promptly to customer inquiries by communicating through the Customer Service Management Tool (Zendesk) that consolidates all customer touch points in one view.
• Applies various and appropriate communication channels when necessary in order to expedite resolution of customer concern. This may be through the use of Zendesk, SMS or phone calls.
• Select appropriate responses to customer issues and provide accurate, valid and complete information, solutions and alternatives within the time limits
• Resolves customer complaints by determining the cause of the problem, selecting and explaining the best solution to solve the problem, expediting correction or adjustment, and following up to ensure resolution.

Customer Care Program Management
• Acts as the brand ambassador for excellent customer service on all points of contact (staff, store, product & services, events and head office)
• Follow communication procedures and guidelines set to ensure systematic resolution of concerns
• Maintain company standards during communications in order to ensure high quality service
• Prepare product or service reports by collecting and analyzing customer needs to ensure overall customer satisfaction and submit to the Customer Service Data Supervisor for presentation to management

***Trade Tools are provided