Customer Service Supervisor

We run a marketplace with over 300,000 active sellers and fulfillment centers in four regions. Our office has a quiet floor and a loud floor.

About the role

This is a newly created position. This is a phone-heavy role with set schedules. Breaks and lunch are scheduled by workforce management. Hourly pay plus quarterly performance bonus, health benefits after 60 days and paid time off. We hire in Canada through an employer of record, so this is a regular full-time job with local payroll and statutory benefits. Core hours are 10:00 to 15:00 CET. You will write a lot of updates, so clear written English is important.

Main duties

• Notice repeat problems and report them to your team lead.
• Call customers back on open issues within the promised timeframe.
• Document every interaction in Zendesk or Salesforce Service Cloud.
• Complete required training and quality coaching sessions.
• Transfer calls to the right department with a warm handoff.
• Update customer records accurately.

Qualifications

• 7+ years of customer service, retail, hospitality or call centre experience.
• Reliable attendance. Schedule adherence is tracked.
• Basic computer skills (Windows, Outlook, web browsers)
• High school diploma or GED.
• Typing speed of at least 35 WPM.
• Must pass a background check.
• Comfortable using multiple screens and systems at the same time.

Preferred qualifications

• Chat support experience.
• Zendesk, Five9 or Genesys experience.
• Experience handling escalations.
• Knowledge of e-commerce order systems such as Shopify.

Pay: $27.00-$30.50 an hour

What you get

• Monthly internet allowance.
• Annual salary review.
• Wellness allowance.
• Annual team retreat.

We read every application and reply within about a week.

Start: Immediately.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at Brickframe Ltd..