Bilingual Customer Service Representative (remote)

Customer Care · Vancouver, British Columbia
Department Customer Care
Employment Type Full-Time
Minimum Experience Entry-level
Compensation $20/hr

help gofor deliver better™

This is the goforce. We want motivated employees, but more than that we want people driven by caring, commitment, and the sense that we can deliver better.

Our gofor model of last mile delivery is different than what came before. Using electric vehicles, carbon offsets, empowered drivers, and smart packaging, we offer a carbon free, renewable delivery™ program that sets new standards for the industry.

We want the people who work with us to think big and help us grow. To understand how great service can help us deliver more than packages. To believe that the last mile needs to be better equipped to serve the environment as well as the customers.

If you are skilled, thoughtful, enthusiastic, and self driven — join our team.

At gofor, we prize diversity, respect what you bring to the job, and have made it our mission to make communities more livable. Let’s deliver better ™, together.


job overview


Reporting to Market Place Operations leadership, Customer Service Representatives are responsible for achieving outstanding partner satisfaction as they manage the day to day customer service mandate of gofor.


As a Customer Service Representative, you will be responsible for achieving outstanding merchant partner satisfaction. You will manage and maintain all aspects of communication to merchants, drivers and end customers while an order is in progress or as follow up to a completed order.


The Customer Service Representative will ensure their area of responsibility meets and exceeds the expectations of our business objectives and contributes to our company’s success in the long run.


Please note: This is a full time position with shifts that rotate between team members to allow for coast to coast coverage of our clients needs.

Hours of coverage include: 

Monday-Saturday: 630am – 12 Midnight (Eastern Standard Time) 

Sunday 11am – 12 Midnight (Eastern Standard Time)


job responsibilities:


  • oversee zendesk call/ticket system to manage the customer service workflow;
  • be comfortable resolving merchant, driver, and end user inquiries via phone, email, chat or social media
  • resolve product or service problems by clarifying the complaint, determining the cause, selecting and explaining the best solution to solve the problem, expediting correction or adjustment, and following up to ensure resolution.
  • process merchant and driver adjustments/credits where needed.
  • prepare product or service reports by collecting and analyzing merchant/driver information.
  • maintains merchant records by updating account information.
  • collaborate with logistics delivery and sales departments of the region to identify service opportunities;
  • work directly with our engineering and product teams to identify potential opportunities and continuously improve our platform, business insight systems and operational work;



experience:


minimum of 3 years' experience in customer service/call centers with a mid-to-high volume.


applicants must also be read, write and speak fluently in both english and french, canada's official languages.




skills & abilities:


  • comes to work with a smile and enthusiastic energy with the goal to help customers and resolve inquiries; 
  • knowledge of zendesk or other customer service software; 
  • strong knowledge of customer support methodology;
  • exceptional knowledge of microsoft office (excel, word, outlook);
  • exceptional ability to multitask through various communications channels, crm, chat, phone, email;
  • great verbal communication and writing skills and ability to use positive language in both official languages;
  • having the ability to make hard and fast decisions within a data driven environment is crucial to success and take responsibility;
  • adaptability and patience;
  • exceptional planning and prioritization skills as well as strong ability to strategize and plan;
  • ability to be proactive and oversee upcoming challenges;
  • strong time management skills;
  • ability to work in collaboration with other cross functional teams;
  • open to direction and feedback and be able to run with it and communicate your progress.
  • bring your enthusiasm, work ethic, and A-game to work every day.


 what do we offer?


  • competitive compensation package;
  • flexible health benefits;
  • a dynamic work environment inside one of the fastest growing companies in the country;
  • empowerment to take on important activities, apply your skills and be recognized for your contributions;
  • a highly collaborative team environment where there are no egos or politics, we just work together and get things done;
  • a work environment built on our founders belief that knowledge is power, transparency drives focus, collective well-being is nurtured and return-on-life is far more important than return on investment;
  • opportunity to work with amazing and talented people. no one succeeds alone, we execute together.



important information:


In order to be considered, your application must clearly explain how you meet the essential requirements.


Job Type:  Full-Time, $20 per hour



closing date:


May 23rd, 2022



accommodation:


We are dedicated to pursuing and hiring a diverse workforce with varied experiences, perspectives and opinions. We believe diversity helps our team perform better and enables us to build an outstanding product for our customers. We are an equal opportunity employer and are committed to work with applicants requesting accommodation at any stage of the hiring process.


We thank all those who apply. Only those selected for further consideration will be contacted. 




#employees


#glassdoor 

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  • Location
    Vancouver, British Columbia
  • Department
    Customer Care
  • Employment Type
    Full-Time
  • Minimum Experience
    Entry-level
  • Compensation
    $20/hr