Giftagram.com Hiring for Customer Operations Specialist at Toronto, ON Full Time

Giftagram started its journey as a B2C e-commerce app, focused on making it easy to send curated gifts. Our attention to detail on the end-to-end experience has redefined the act of gift giving. Giftagram stands apart from other gifting platforms thanks to years of experience in delivering personalized, memorable gifting moments.

We’re now expanding our B2B corporate gifting platform with a host of solutions to operationalize enterprise gift programs. Our clients, including Facebook, Snap, Microsoft and many others, look to Giftagram to help them tackle client, employee, and virtual events gifting from a single platform. Corporate gifting is a $125 billion market with almost no SAAS platforms to power the recipient experience and execution, so we see this as a tremendous opportunity.

The Customer Success Representative will assist with the execution of day to day Customer Success, Partner Success, and Operations responsibilities. In this role the Customer Success Representative is responsible for the management of inbound and outbound customer support tickets, liaising with our partner network (100+ vendors) as necessary to address fulfilment inquiries, and fulfilment of special orders.

Responsibilities:
Ensure positive customer experience and quick resolution to any issues/inquiries through Zendesk and our in-app Concierge tool.

Work collaboratively with internal team members and Partner network to provide customers with timely, accurate resolutions.

Facilitate the Purchase Order process from creation to fulfillment and all steps in between including tracking and vendor follow up

Manage vendor relationships from an order fulfillment perspective and perform manual fulfilment tasks as necessary

Maintain thorough knowledge of internal processes and the Giftagram platform.

Manage the online return process, order exchanges, cancellations, and/or substitutions.

Monitor order statuses to ensure customer satisfaction: payment failures, unaccepted orders, on time shipping, cancellations, back orders, out of stocks, etc.

Support Account Management team with client programs as required

Work with finance to reconcile invoices monthly

2+ years working in eCommerce Customer Service and/or Retail Operations.

2+ years working with third party suppliers and vendors

Bachelor’s Degree

Excellent communication skills and ability to effectively empathize with customers.

Proficiency with Zendesk an asset

Proficiency in Google tools, such as Google sheets and slides

Solid organizational skills and problem solving skills to handle increased responsibility inherent in new business growth.