Customer Service Representative (Weekend Shift)

Orchard is a Toronto-based startup focused on changing the way people buy and sell used mobile devices. We have built a reputation for great customer service -- check out our reviews! Our mission is to offer mobile freedom to everyone in Canada, and that means stellar customer support every day of the week. We're looking for a Customer Support Representative forour weekend shift. We're open to hiring for both full-time and part-time positions based on your availability.

Previous experience in customer support, e-commerce or retail will come in handy, but training will be provided. We’ll get you up to speed on the models we sell, ready to answer our lovely customers’ questions and help them navigate the world of refurbished phones. Our customer support team works closely with our logistics & tech team to handle a number of situations, from product recommendation to order issues, returns and troubleshooting.

We mostly operate online (emails, chats and calls), but we also have a little brick and mortar space in the West End for our local customers and in-person interactions.

While we offer a flexible model for our CS team with the option for work-from-home days, Saturdays and Sundays are 100% in-office. Any other shifts are to be discussed and planned according to your availability.

Responsibilities include:

- Interact with customers via email, chat, phone and in-person

- Develop an in-depth knowledge of our smartphones and backend solution, which you will use to recognize and solve problems for our users

- Troubleshoot issues with hardware and software

- Assist customers with orders and returns

- Recognize trends in issues and complaints and suggest product and policy changes to address these

The candidate of our dreams should:

- Have a “happy to look into it” kind of attitude: there’s a fair amount of investigating and problem-solving involved in this role, along with some more routine, classic customer support tasks

- Exhibit a “all hands on deck” work ethic

- Be able to work quickly and feel comfortable in a fast-paced environment. We move quickly and need you to be able to do the same.

- Love our customers. We don’t exactly expect you to love them right now, but our customers motivate almost all our decisions. Making their lives easier is basically what we’re here for.

If you have strong communication and people skills, are dedicated to finding quick and effective solutions with the customers’ best interests in mind, and are eager to learn more about refurbished products in a collaborative work environment, we want to hear from you!

Job Type: Full-time (5 days/week) or Part time (2-3 days a week)

Salary: $37,000.00-$42,000.00 per year ($18-$21/hour)

8-hour shifts

Every Weekend