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Customer Service Agent

Location: Montréal
Company: Easyship

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Easyship has innovated the global shipping landscape with our shipping and logistics technology.

We believe any business should be able to effortlessly ship worldwide, and we work tirelessly to tear down this last barrier of worldwide eCommerce. We have a global workforce that strategically operates from North America, Europe, Asia and Australia, and we’re always looking for talent that will propel our rocket ship even higher. Join our diverse team of developers, sales, and marketing professionals to revolutionize an old-school industry. Help us build the most complete online shipping portal!


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:

  • 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

What is in it for you:

  • Competitive compensation
  • Equity in the company
  • Generous PTO
  • Occasionally work from home
  • Gym allowance
  • Annual all-company Summit in Hong Kong
  • A chance to work with a first-class, global team!

Easyship will not be responding to any agency or outsourcing outreach for any of our open positions.

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