Customer Support Representative

Date Posted: Jul 21, 2021
Application Deadline: Aug 04, 2021
Start Date: Jul 21, 2021

Hourly From: $15/hr To $20/hr
Province: Remote
City: North York
Employee Benefits: N/A
Organization's Field/Discipline: Business
Job's focus: Administrative
Job Type: Full-time
Career Level: Entry level/ intern

Organization Description

KT8 Merch Co.
KT8 is a turnkey merchandise solution servicing the artist and apparel industry since 2004. We offer Design and Manufacturing Services, eCommerce and D2C Global Fulfillment, as well as Touring and In Venue Sales Management. 

Job Description

This position is a front-line Customer Service role. The customer service representative will be responsible for acting as a liaison between customers and KT8 offering support and solutions to customers in accordance with the company's customer service policies. This position reports directly to and works alongside the Customer Support Manager.

Primary Responsibilities:

  • Resolve general customer inquiries via Zendesk including but not limited to

    • Providing general information and guidance to customers 

    • Sourcing tracking information and provide any necessary assistance with shipments inquiries

    • Placing cancellation requests and ensuring the outcome is clearly communicated to the customer in a timely manner

    • Answering inquiries pertaining to product design, care instructions, sizing and measurement assistance

    • Facilitating order amendment requests 

    • Answering all Pre-Order ship-date inquiries 

    • Providing appropriate documentation and direction for customers interested in returning their purchases for refund

  • General administrative tasks such as logging all damaged and reshipped items are in the appropriate database and ensuring the Pre-Order spreadsheet is up-to-date. 

  • Identify any customer escalations and filter them directly to the Customer Support Manager



Requirements:

  • Technical knowledge. Having technical or industry knowledge can better prepare you to resolve a customer's issues.  Experience using Zendesk is strongly encouraged but not required. 
  • Communication. When interacting with customers, it's crucial that you be able to communicate with them in a clear, easy-to-understand way to help them solve a problem and answer their questions. You will also need to respond to requests in a timely manner.
  • Patience. Your customers may ask multiple questions, be upset or ask you to repeat yourself several times. It's important to be patient with customers, especially when they may be unhappy, to keep the conversation productive, remain friendly and ensure a positive customer experience.
  • Empathy. It's just as important to be patient with your customers as it is to be empathetic. For example, when dealing with a customer who is frustrated or angry, it's essential that you understand their feelings and experience and communicate with them accordingly. Practicing empathy can help you better understand the needs of your customers so that you can effectively assist them.


Additional Info:

Please note - this is position is currently offered as a Remote position however employee may be required to work in-office from during peak season. 

How to Apply:

Please send your resume to kylie@kt8merch.com to apply.

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