About us
OrderProtection.com is an eCommerce revenue engine, CX Management, and brand protection platform all rolled into one. We're on a mission to build products that help brands provide a luxury post-purchase shopping experience. We use data and genius-level supply chain expertise to help brands protect their reputation. When things go wrong, we make them right.
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Our free platform is targeted to organizations with high brand equity - built on the same technical expertise and foundation that grew billion-dollar brands. You'll be part of a lean team that's building in one of the hottest verticals in SaaS–with the staying power of an established category + the upside of a new category.As a virtual-first company, there is no requirement on where we get our work done. You are able to live anywhere in Canada or the United States. We have physical offices if you prefer hybrid work.
About the job
As a Customer Service Agent, you will be on the frontline of our company's obsession with solving shipping issues (shiphaps) experienced by our clients and their customers to provide a remarkable post-purchase experience. This role primarily involves addressing client and customer concerns related to shipping issues that arise from online purchases during the nights and weekends. The ideal candidate has a knack for communication, problem-solving, and a deep understanding of our product and services.
What you'll do:
- Respond promptly to customer inquiries via live chat during nights and weekends
- Investigate and resolve shipping issues, such as delays, lost packages, and incorrect deliveries, in a timely manner
- Coordinate with internal and external teams to rectify customer and client issues
- Track, follow-up, and report on customer issues until they are resolved
- Provide clear and concise information to customers, ensuring their queries are fully addressed, and they are satisfied with our recommended resolution
- Capture and maintain customer feedback to improve overall service delivery
- Participate in regular training sessions to stay updated with product knowledge and customer service skills
Must-Haves:
- High School Diploma or equivalent; a degree in a relevant field will be an added advantage
- At least 1-2 years of experience in a customer service role, preferably in an ecommerce setting
- Proficient in written and spoken English
- Strong communication, interpersonal, and problem-solving skills
- Ability to handle difficult situations with tact and diplomacy
- Familiarity with customer service software and databases
- Willingness to work nights and weekends
Education:
- Bachelor's Degree is preferred.
Hours & Location:
- Friday-Monday, 40 hours. This role can be 100% Remote within Canada.
Benefits:
- Excellent benefits packages (Medical, Dental, Vision, 100% Contribution for the entire family)
- Flexibility to work fully remote, as well as work in one of our offices if that's your preference
- Catered lunch daily in office
- An extensive onboarding and evergreen training program to help provide a foundation for success
- Competitive compensation structure
- Generous vacation time
- You'll be part of an open, fun, and transparent culture with direct access to company leadership
