Knocking Inc Hiring for Customer Experience Representative (Work from anywhere) at Ontario Full Time

Our team is easy-going and hails from all over the world—Like to travel (when we’re able to), or change up your scenery on a regular basis? Not a problem for us! As long as you’ve got wifi, we have a WFA culture: Work From Anywhere. We have over 80 employees over 3 continents, and are looking to expand!

Our Customer Experience team is currently looking for a Customer Experience Representative to join us. Looking up an order number, confirming the delivery details, and passing on product feedback to our vendors, all make for a good customer experience- but we go harder. We’ll make sure you have the tools, support, and autonomy you need to be empowered to show genuine concern and ownership of an issue.

We put ourselves in the shoes of the customer and serve our customers with patience, empathy, and passionate communication. We help customers understand the products and services that we offer, and answer inquiries by phone, e-mail, web chat, or social media with great swiftness. We move fast and strive for greatness, but also have an incredibly supportive team looking to provide the best experience we can.

We’re creating the “Ritz Carlton”and “Cadillac” of e-commerce support while reflecting the “fun-but-get’er-done” attitude of Knocking! Do you want to put on the white gloves and challenge yourself to deliver world-class service? Then we need to hear from you!

What you’ll do:
Manage incoming phone calls, emails, and chats

Identify and assess customers’ needs to achieve satisfaction

Build sustainable relationships and trust with customer through open and interactive communication

Provide accurate, valid, and complete information by using the right methods/tools

Meet customer service team sales targets and call handling quotas

Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution

Keep records of customer interactions, process customer accounts and file documents

Follow communication procedures, guidelines, and policies

Take the extra mile to engage customers

Assist in cross departmental tasks when necessary

Develop a broad understanding of our orders, sales, shipping, and customer service processes and tools Work with our curators, account managers, and executive team in building the Knocking empire

What you bring to the role:
Experience working with e-commerce stores/experiences

Have worked with call center and helpdesk software

The ability to pivot quickly and prioritize tasks

Team player with a team-first approach. We work collaboratively and closely, so you’ll never be without support

Proven customer support experience or experience as a Customer Service Representative

Track record of over-achieving quota

Strong phone contact handling skills and active listening

Customer orientation and ability to adapt/respond to different types of characters

Excellent communication and presentation skills

Strong ability to multi-task, prioritize, and manage time effectively

A working internet connection, cellphone, and computer

It’d be great if you:
Have worked with Shopify in the past

Have experience in help desk and call center software (We use Gorgias and Aircall)

Speak Spanish, German or French (But we all speak English)