Order Support- Contact Centre- Work From Home (Anywhere From Ontario)

Position Summary

This Role provides first class support to our client’s customers related to Delivery Management, Shipping Investigations, Inbound Returns and other ad hoc customer escalations. The successful candidate will be responsible for interacting with customers, carrier providers, Frontline customer service and other departments within our client’s business. The key focus of this role is to expedite customer & departmental queries while maintaining the highest customer service standards at all times. The role has a wide range of responsibilities focused on improving the overall customer experience. The successful candidates will identify opportunities for operational improvements & suggests service improvement strategies in accordance with business requirements.

Overall Responsibilities

• Provides research, verification and responses to customer inquiries
• Assists Customers by answering queries relating to their order status, changes and delivery timeframes
• Ensures innovation and quality in all Customer interactions as measured by call quality reports and customer satisfaction survey
• Presents to the public a strong working expertise in all Client Supported Products (now and in the future) as measured by call quality reports, call audits, and customer satisfaction survey scores
• Captures all required data elements in internal Online Store and other systems of record as required by training and operational procedures
• Provides high caliber Customer interaction as measured by call quality reports, call audits, and customer satisfaction survey
• Other duties as assigned
• Maintains a general awareness of client’s strengths in the industry; and

Job Requirements

• Self-motivated and adaptability & willingness to take on new tasks
• High School Diploma or Equivalent
• A high level of computer literacy preferred
• Written English Comprehension
• Continuous product & process training in fast paced environment
• Exhibit ability to show initiative identifying trends and/or process improvement
• Comfortable working on an online environment with general computer literacy
• Strong organizational and administrative skills
• Strong analytical and problem solving skills
• Excellent communication soft skills and confidence dealing with customers
• Present work professionally in a timely & efficient manner within deadlines
• Deliver efficient troubleshooting and query resolution
• Experience in Logistics/Order Management is desirable