Title: Customer Service Representative
Company: Olsa Tools
Status: Contract - Full-time (Remote)
Company Profile:
Olsa Tools is one of the fastest growing eCommerce businesses committed to supplying the best quality in hand tools and tool organization. In just over 6 years, we have become an established brand on Amazon’s marketplace and continue to grow on and off the platform. We are proud to say that for the second consecutive year, we’ve been named as one of Canada’s Top Growing Companies by The Globe and Mail.
We aren't just building a company, we’re building a team with purpose. Being part of a small team, you’ll feel the impact you’re making each day and be directly responsible for the continued growth of the company. Be a valued contributor to company decisions and make a tangible difference in our mission to provide our customers with affordable high-quality tools.
We’re looking for a motivated person to join our team. If you’re committed to personal growth, passionate about hand tools and tool organization, and interested in moving us forward, we want to hear from you!
The customer service representative plays a critical part of the successful daily operations. As the customer service representative, you will be responsible for customer satisfaction, loyalty and retention. You will report to the VP of operations.
Qualifications:
Experience
Education
Skills and competencies
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Proficiency in English, verbal and written (French and/or Spanish an asset)
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Working knowledge of customer service software xSellco
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Strong client-facing and communication skills
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Advanced troubleshooting and multi-tasking skills
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Ability to think strategically and to lead
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Take ownership of customers issues and follow problems through to resolution
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Ability to respond to all customers within 30 minutes
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Develop and optimize service procedures, policies and standards
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Analyse statistics and compile accurate reports
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Excellent knowledge of management methods and techniques
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Enforce the brand promises in your department
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Knowledge of hand tools an asse
Responsibilities
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Follow up with customer after purchase
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Follow up after customer feedback
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Follow up after customer review
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Respond to customer messages and inquiries (by phone and email)
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Follow up after refunds and returns
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Monitor and track Customer Service KPIs
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Report and document customer recommendations
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Report and document cases opened with Amazon
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Other tasks as needed
