Web customer service specialist
Job details
Nasri International is a family business established in Quebec for over 55 years which has emerged as a leader in the clothing industry. Thanks to our turnkey expertise in the creation, marketing, import and distribution of clothing for the whole family, we have made our mark on the world of fashion. Our core values include stability, passion for product, teamwork, and generosity. As eternal optimists, we value creativity and facilitation, traits that we seek in all our collaborators.Nasri International is currently seeking a Customer Service Specialist to join our passionate web team. In addition to a competitive salary, a group insurance program, and a generous discount on all company products, you will join a supportive group within a company that values collaboration and understands the importance of investing in its team members.Your main responsibilities would include:• Ensure customer satisfaction throughout the customer journey• Answer customer requests stemming from all channels (email, socials, website, phone)• Manage and track customer testimonials on all channels• Manage and update the FAQ list• Report any issues with products to the product development team• Develop offers and discounts for customer retention in collaboration with the Ecom Director• Assist customers in order processing issues• Manage exceptional cases of refunds• Manage shipping issues directly with carriers• Maintain a response time below 24h and resolution time below 72h• Report monthly on return metrics• Report weekly on customer service metricsRequirements:
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