Native Shoes Looking for Contract Customer Care Representative at Vancouver, BC Full Time

Contract Customer Care Representative
Temporary Full-Time, March – August 2023

Monday to Sunday Availability Required between the hours of 6am-5pm PST

Remote within Canada*

• Native Shoes is a primarily remote office team. This job will require the ability to work from home. Please also note that we require weekend availability.

Why Native Shoes?

It seems the heavier the world gets, the more it needs lightness. At Native Shoes, we’ve made lightness our life’s work with our purpose: to make it easy for all to live lightly.

To achieve this, our team is an embodiment of our values:

• 
  Design: We consider aesthetics and functionality in all we do.
• Possibility: We explore and achieve higher dreams by leaving constraints at the door.
• Integrity: We do what we say we do.
• Accountability: We take personal responsibility for our actions.
• Love: Leading with kindness, we love those around us enough to have truthful conversations.
• Light: Above all else, we choose to Live Lightly.

Native Shoes strives to embody each of these words in all aspects of our brand. We engage in a fast paced, ever-evolving working environment with plenty of innovative thinking – encouraging honesty and challenge in a comfortable workplace. If any of the above words resonate with you, this is the place to be.

Who is Native Shoes looking for?

Curious by nature and known for your ability to build strong relationships, our ideal Customer Care Representative recognizes that customers are humans first. As the first line of response to our e-commerce customers, you find satisfaction in bringing lite-ness to another human’s day by finding the right solution for their concerns. With existing experience in customer service, you are excited to contribute to a world-class system of support to produce exceptional customer care experiences. If you are solutions-oriented, empathetic, and eager to learn, this is the role for you!

You are available between the hours of 6AM to 5PM PST, 7 days a week. Weekend availability is required.

Why should I apply?

This is an incredible opportunity for hands-on education into what it takes to build a company and be part of a world-class Customer Care team!.

What would I be responsible for?

• Support the team in developing a world class system of support to produce outstanding customer care
• Maintain a high level of customer service by developing techniques to improve response resolution, manage customer perceptions and build strong relationships
• Engage with our customers via variety of communication platforms including Phone Calls, Live Chat, Email and Social tools regarding sales support, order status or other questions/concerns
• Process refunds, adjustments, order edits, etc.
• Maintain a high level of customer service by developing techniques to improve (first) call/response resolution, manage customer perceptions and build strong relationships
• De-escalate issues by providing solutions while maintaining professionalism, courtesy, empathy, and a sense of urgency
• Owns and effectively manages resolution of escalations, including shipping compliance, tracking, damages, and freight claims
• Under the direction of the Team Leads and Senior Manager of Customer Care, you perform/complete other additional projects, duties, and assignments as required and/or by request

Required Experience

• 1+ years’ experience in a sales or customer service role; e-commerce experience preferred
• Proven prioritization and organizational skills in order to succeed in an environment with a high volume of work
• Experience applying empathy and understanding while remaining professional and acting in accordance with company policies and procedures
• Examples of taking personal initiative to improve processes and develop new approaches to tasks
• Fluent in French considered an asset

Technical Skills

• Working knowledge of Microsoft Office Suite (Excel, Word, PowerPoint)
• Working knowledge of ERP system; Full Circle experience desired but not required
• Working knowledge of a customer response management system; Gladly, Zendesk or other CRM experience desired but not required