Customer Care Specialist

Job Description:

Looking to join a one-of-a-kind, mega awesome team? Are you super-friendly with strong attention to detail? Do you love the satisfaction that comes with correcting an error or solving a problem? Are you a self starter who loves being on the front lines playing a pivotal role in creating an inviting, honest, and kind atmosphere for customers?
At Well.ca it’s our mission to provide our customers with the best service they have ever had!
Well.ca is currently looking for an energetic team player to join our growing Customer Care Team as a Customer Care Specialist. This role supports the functions and interactions of the Customer Care team as well as the departmental goals.
*The shift(s) we are hiring for:
Monday-Friday from 12–8pm
Sunday-Thursday 9am-5pm
Monday-Friday 10am-6pm

Responsibilities:

Customer Communication

• Answer incoming customer calls quickly in a very friendly and genuine manner
• Demonstrate sensitivity, compassion, responsiveness, and creativity when answering calls to ensure customer satisfaction
• Assist customers in correcting post-purchase issues
• Use Well.ca’s in-house software to communicate with customers in regards to their orders
• Handle confidential customer information in a sensitive and responsible way

Problem Management

• Ability to diagnose problems, identify and drive appropriate solutions
• Work closely with peers and other departments to resolve customer issues
• Contact customers on behalf of other departments as required
• When needed escalate issues to the Senior Customer Care team to ensure we are meeting customer’s particular needs

Performance Criteria

• Reports directly to the Manager of Customer Care
• Turn first time customers into loyal customers by wow-ing them with wonderful service
• Practice extreme attention to detail as this position holds responsibilities that not only affect customers, but every department at Well.ca

Qualifications:

• High school diploma required
• 1-3 years experience in a similar role
• Exceptional written and oral communication skills
• Strong technical skills
• Ability to diffuse tense or difficult situations
• Adapts easily to change
• Ability to learn quickly and take initiative
• Outstanding multi-tasking and organizational skills
• Ability to solve problems in a quick and well thought out manner
• Working knowledge of Microsoft Excel

Assets:

• Fluency in multiple languages
• Post-secondary diploma/degree

Location:

Guelph, ON