Retail Customer Care Associate

About the role

A large e-commerce furniture marketplace, represented by Sutherland, is looking for a customer care associate to act as a liaison for its clients. The associate provides services information, answers questions and resolves account-related problems accurately and efficiently, with customers based in North America. The goal is excellent service standards, efficient responses and high customer satisfaction.

Key responsibilities

• Identify and assess client needs to achieve satisfaction.
• Build sustainable relationships and trust through open, interactive communication.
• Provide accurate, valid and complete information using the right methods and tools.
• Meet personal and team sales targets and call-handling quotas.
• Handle customer complaints, propose solutions and alternatives within time limits, and follow up until resolved.
• Keep records of customer interactions, process accounts and file documents.
• Follow communication procedures, guidelines and policies, and go the extra mile to engage clients.
• Answer inbound calls, chats and emails on topics such as returns, replacements, delivery, product availability and order status.
• Escalate systemic issues and share trends with leadership to help improve service.

Required profile

• Minimum of 4 CXC/GCE subjects including English and a numeric subject, or a U.S. high school diploma or GED.
• Valid government-issued ID, TRN and NIS card.
• Flexible availability to work any day and any assigned shift, including weekends and public holidays.
• Ability to train and/or work onsite; must pass a criminal background check and drug test as needed.
• Experience in customer service is an asset and preferred.

Required skills

• Typing of at least 35 wpm with 80% accuracy and basic Microsoft Office (Outlook, Word, Excel).
• CRM application experience preferred.
• Good systematic problem solving, multitasking and time management.
• Tech-savvy, able to troubleshoot and resolve technical issues.