Customer Service Agent

  • Operations
  • Toronto, Canada

Customer Service Agent

Job description

Easyship is revolutionizing logistics for eCommerce. With our all-in-one cloud based shipping software, businesses of all shapes and sizes have the tools needed to scale globally. At Easyship we believe in accelerating borderless commerce. We’re proud that a diversity of small business owners, crowdfunding campaigns, and global brands trust Easyship as their gateway to the world.


“We envision a frictionless economy where creators can use one platform to ship products to anyone, anywhere. When you grow, we grow.” Tommaso Tamburnotti, Co Founder.


Easyship is building tomorrow’s logistic infrastructure, today. Our team is continuously looking to reach new heights, whether it’s learning about new technologies or improving your own skillset, Easyship is prepared to empower you to grow. We believe that when we inspire each other, we grow together.

Easyship is recruiting brilliant, curious, and driven individuals to help us scale our innovative technology worldwide. Headquartered in New York with offices in London, Hong Kong, Singapore, Melbourne, Toronto, and Taipei – our team is global and growing. We encourage you to apply if a challenge excites you. If you enjoy the company of talented people. If you would dedicate yourself to a simple mission: to make shipping easy for everyone.

We operate with a global footprint, but we’re still tiny relative to the opportunity ahead, so there is still much to do. Join us and help put borderless commerce within reach of every entrepreneur.


Position Title: Customer Service Agent

Reports to: Head of Customer Services

Key Relationships: Operations Team, Sales Team


Job Purpose: To support all Easyship customers by responding to queries and questions in a timely and effective manner through channels including Email, Live Chat and Social Media. Achieve this by following our internal process whilst continuously identifying process and product optimization opportunities, supporting day to day issues and solving problems in a fast-paced, multichannel environment.


Job Responsibilities:

  • First point of contact for Easyship customers through Live Chat, Telephony, Email and Social Media
  • Liaise with couriers and third parties to ensure customers get the best possible experience
  • Collect customer feedback for service improvement and product development
  • Engage with customers to build and maintain long-term relationships and address customer needs
  • Collaborate with internal departments on sales, marketing, product and partner expansion
  • Collect customer feedback for service improvement and product development
  • Ensure we receive positive feedback on all of our review channels, and maintain our high feedback scores
  • Make the customer as successful as possible

Requirements

Requirements:

  • An empathetic approach and a passion to help people
  • Attention to detail
  • Ability to work well under pressure in a fast-paced environment
  • 1+ years experience in a customer service role
  • Excellent communication skills.
  • CRM software knowledge eg Zendesk/Salesforce
  • Strong problem-solving skills and creative thinking
  • Good command of Google and Office Suites

What you can expect from us

  • Flat team: Work side by side with the co-founding team;
  • Flexible startup life. Work hard and take time when you need it;
  • Great ownership from day one. Build your learning curve. Possibilities are limitless and just depend on you;
  • Highly vibrant and international environment

Benefits:

  • Competitive compensation package

  • Company Equity

  • Gym & Wellness Reimbursement

  • Generous Vacation Policy

  • Duvet Day - Perfect for those cold winter days, when you don’t want to escape the warmth of your bed!

  • Mental Health Day - You deserve a day off! A chance to recharge and enjoy ‘Me Time’.

  • Flexible working approach

  • Professional Development

  • Unlimited Coffee, Drinks & Healthy Snacks

  • Office PlayStation Games

  • As we expand, the potential to work in one of our international offices

  • Annual Summit in Hong Kong for you to collaborate with the team

  • 50% of Medical Insurance Cover

You will have the opportunity to work with a global team, filled with smart, ambitious and like minded colleagues. We have built an inclusive culture which supports and enables you to grow. Come and join the Easyship Family!