Part-Time Customer Service Representative-Call Centre (Contract)

Established in 1985, Northern Reflections is an iconic Canadian apparel & lifestyle brand with over 130 locations from coast to coast, a thriving e-commerce business and a team of talented in-house designers. We are proud to be recognized not just as a clothing brand, but also as one of Canada’s most loved employers!

For over 37 years Northern Reflections has been attracting top talent to join our transformational Canadian retail success story. Our quest for enthusiastic, innovative people is vital to the growth of our brand and to ensure we maintain the trust we have earned with our customers over the past decades.

At Northern Reflections, we provide an environment of empowerment where cross-functional teams collaborate and support one another to achieve mutual goals. We believe in integrity, respect and building a high-performing atmosphere that thrives on innovation and adaptability.

As our business evolves, our vision has remained constant:

We are devoted to our customers, passionate about our brand, and inspired by our people.

Reporting to our Senior Manager, Retail Operations, the Part-Time Customer Service Representative will be responsible for a variety of duties having a direct impact on the customer experience.

This part-time remote position averages 25 hours / week and consists of day, evening, and weekend shifts. The ideal candidate will have a general knowledge of the brand and be passionate about Customer Service.

This contract role is until end of January 2024.

Job Duties

•Answering live calls and engaging the customer in a friendly, professional manner

•Responding to voicemail messages & emails from customers in a timely, caring, professional manner

•Placing Shop by Phone orders for customers online and adding on by suggesting additional items

•Monitoring and approves/declines Product Reviews and responds as needed

•Monitoring a variety of Social Media platforms and responding

•Adjusting rewards and updates customer loyalty accounts

•Supports stores with Customer Relations issues as needed

•Promotes charity campaigns by asking for donations during campaigns

•Communicating the benefits of enrolling in email / SMS / Northern Friends in a passionate and enthusiastic manner

•Actions price adjustments, and assists customers with online account updates as needed

•Supports stores & DSM’s via telephone, email & Help Desk Tickets in a helpful, friendly, professional & timely manner

•Assists with other tasks as needed

Requirements

•High School diploma

•1-3 years of direct Customer Service experience in a Call Centre environment

•Flexibility to work days, evenings & weekends

•Fluent in English – written, verbal

Ideal Candidate

•Energetic, upbeat & positive attitude

•Strong knowledge of the Northern Reflections brand

•Shows initiative & uses time effectively

•Team focused and the ability to build strong relationships

•Exceptional Customer Service & Selling Skills

•Ability to deal with challenging Customers

•Strong communication skills – written and verbal

•Listens intently to understand & shows empathy

•Solution oriented

•Ability to multitask

•Able to work efficiently as part of a team as well as independently

•Excellent interpersonal skills

•Ability to prioritize work

•Attention to detail

Technical Skills

•Strong computer skills including Microsoft Office, Microsoft Word and Excel

•Knowledge & understanding of using multiple databases – NAV, Five 9, Big Commerce

PLEASE FORWARD RESUMES TO [email protected]