Online Customer Support Associate
Locations: ANIÁN Office: 101-771 Vanalman ave Victoria, BC (no remote work available)
Hours: Full-time (31 - 40 hours per week) & Part-time (20 - 30 hours per week) available (minimum 20 hours per week). Shift hours 9:00 am - 5:00 pm. Shift work Monday - Sunday.
Reports to: Head of Retail
Wage: $20 -$22 per hour - experience dependant
JOIN THE CIRCLE
ANIÁN is a Canadian clothing brand local to British Columbia. We specialize in circular fashion - which is a unique recycling textiles process. We use post-consumer clothing from textile landfills and regenerate them back into new items of clothing. If you’re an energetic and environmentally focused individual seeking to work for a like minded company, this is your opportunity to be a part of our growing circular family. We are looking to hire dedicated individuals to work at our online support office. As a new team player in a growing circular industry, there is tremendous opportunity to advance & excel within the company.
ABOUT THIS OPPORTUNITY
As an Online Support Associate at ANIÁN, you’ll deliver exceptional customer service to new and long-term customers. You’ll boost online sales by sharing your passion for ANIÁN, educating guests about our circular manufacturing process, and raising awareness of it. You’ll connect with customers through various communication channels: phone, chat, and email by providing support daily. Your role focuses on building strong customer connections by asking probing questions and providing solutions centred around customer service excellence. This dynamic and fast-paced environment fosters personal growth and development. Your multitasking, critical thinking, and flexibility to handle shift work will be honed. Your passion for an active lifestyle, product knowledge, and ability to grasp customer needs will be key to delivering personalized solutions and building strong customer experiences and brand loyalty.
Join our likeminded circular fashion team and growing ANIÁN family!
DISCOVER THE ROLE
- Support customers through various phone, email, and chat channels by addressing their reasons for contact promptly and effectively.
- Offer accurate information about products, services, policies, and procedures while completing proper order notes and transaction logging.
- Establish rapport with customers to foster trust and long-term loyalty.
- Collaborate with Customer Support Manager to find solutions and ensure customer satisfaction.
- Stay up to date with company products, services, and policies to provide accurate information.
- Gather feedback and share insights with relevant departments and their staff to improve products, services, and processes.
- Follow company guidelines, policies, and quality standards in delivering customer service excellence.
- Meet or exceed key performance indicators (KPIs) related to customer satisfaction, resolution times, and other metrics.
- Provide genuine and personalized member experience via phones, live chat, email, and any other channel.
- Share product knowledge and circularity manufacturing processes.
- Multitasking by navigating through several programs and applications to provide the best solution for our customers. Shopify, Aftership, Google Workspace, Slack, Signal.
- Support the eCommerce customer experience through placing orders, setting up returns, arranging product repairs, troubleshooting, and driving sales.
- Provide system support and escalate issues to Team Leaders or IT.
ABOUT YOU
- A high school diploma or in progress/completed post secondary education.
- Demonstrated experience delivering exceptional customer service.
- Exceptional communication skills, both written and verbal - skills effective and respectful.
- Full proficiency in English is mandatory. French preferred.
- Passion for building connections with people.
- A supportive attitude that exudes positive energy. Able to work as a team and also independently.
- Has a can-do attitude, self-starter, and can troubleshoot independently, but also works well in a team.
- Quick learner who can adapt to changing business needs, calm under pressure, and face new challenges head on.
- Solution oriented and technically savvy.
- Ability to positively take direction and feedback from supervisors and management
- A flexible schedule that will allow you to work daytime, and weekends and holidays (weekends availability required, holiday season has blackout holidays).
- Ability to confidently work independently when required.
- Strong organization and follow-up skills.
- Ability to commute to work - public transit and paid-parking is available (at your own expense).
WHAT WE DELIVER TO YOU
- The opportunity to work with a diverse, supportive team.
- Training and understanding of our business platforms: Shopify, Inventory and Shipping programs.
- Development and training on everyday operations.
- Mid-year and yearly reviews to highlight achievements and recognize development opportunities.
- A competitive wage. The exact rate will be dependent on the successful candidate’s relevant skills, experience, location, qualifications and internal equity.
- Closed on Black Friday + No Boxing Day Sales.
- Generous staff discount on our products.
- Paid sick days
- Investment in your professional growth.
- A firsthand look into the circular fashion industry, and the retail industry.
HOW TO APPLY
Apply by submitting your resume to the E-Commerce Support Manager: Caitlin Picton - [email protected] & telling us about why you want to work for ANIÁN.
Please include what location and position you're applying for, your availability and start date. We thank all applications for taking the time to apply. Only those selected for an interview will be contacted.
Job Types: Full-time, Part-time, Permanent
Pay: $20.00-$22.00 per hour
Expected hours: 25 – 40 per week
Benefits:
- Casual dress
- Company events
Application question(s):
- You knowledge this is not a remote/ WFH position
Experience:
- customer service : 2 years (preferred)
Location:
Work Location: In person
