Customer Care Associate Jobs

Nobis Inc. is a premium Canadian outerwear brand that designs and manufactures a range of jackets that integrate superior technical functionalities into its fashion-forward styles, allowing its customers to adapt to the ever-changing climate and needs. Founded in 2007, Nobis has since grown its international presence and global brand awareness, expanding into over 35 countries. For more information please visit www.nobis.com.

The Nobis team is growing as we expand our brand presence. We seek welcoming, creative, hands-on Customer Care Associate who will oversee our eCommerce sales and service requirements.

In this role, you will provide an extraordinary customer service experience to all clients. Answer telephone, email, and chat inquiries in a professional and courteous manner. Client calls involve helping the client navigate the website, research product available on the website, order status updates and help with return and/or exchange requests, redirecting inquiries when appropriate etc. You’re the first contact, the voice of our organization through any channel.

You will be comfortable performing in a hybrid position, with remote and on-site work shared between your space, our head office and Toronto flagship store.

Nobis provides a supportive, flexible work environment that offers a healthy work-life balance.

Responsibilities

• Assist clients in the shopping journey via Email, Chat, or telephone contact.
• Maintain accurate records and up-to-date information that will be shared amongst cross-functional teams.
• Manage monthly reports that track key metrics and action items to ensure continuous improvement in customer care.
• Assist with invoice and credit note processing.
• Minimize chargeback inquires and resolve when required.
• Handle returns and exchanges and assist clients in the return process.
• Maintain higher than average response rates with first-contact resolutions.
• Preparation of orders, including wrapping with ribbon and tissue, package in corresponding packaging and sort for shipping.
• Provide feedback to the eCommerce team and suggest website enhancements to answer FAQ and improve client experience.
• Review, assist in fulfilling orders and contact clients where appropriate.
• Manage partners such as shipping companies regarding delivery or customer issues.

Qualifications

• Team player, flexible and able to manage multiple priorities
• Minimum 2-3 years of relevant Customer Service experience.
• Strong business acumen with understanding of service KPIs.
• Proficient in MS Office, Shopify Plus and key applications.
• Excellent written communication skills.
• Knowledge of and passion for retail shopping trends and delivering best-in-class e-commerce experiences. Luxury experience is a bonus.
• Bilingual in English and French is a bonus.