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eCommerce Customer Support Agent (Burlington, ON)
Customer Service Call Centre
💰 Salary Not shared
📊 Market 2,500 GBP–4,600 GBP/mo (30,000 GBP–55,200 GBP/yr)
About the Company
At Wolseley Canada, our leading-edge is the knowledge and insight found in every corner of our organization. Here, you'll build strong relationships and support critical industries that touch the lives of Canadians. Every day, we show up with intention and pride; in ourselves, our associates, and our customers. You'll have a solid foundation to try new things, uncover new possibilities, challenge yourself, and grow your career. Wolseley Canada is the leading wholesale distributor of plumbing, HVAC/R, waterworks and industrial products in the country and working here means, a network of possibilities, a place you are valued and a higher standard.
About the Job
Join the Burlington location as an eCommerce Customer Support Agent, where you'll support customers with online inquiries, troubleshoot platform issues, and promote adoption of our eCommerce solutions. We're looking for a customer-focused, tech-savvy professional who thrives in a fast-paced environment and is passionate about delivering exceptional service.
Role & Responsibilities
- ● Provide customer support via inbound chat, email and phone, for web-related issues/inquiries.
- ● Review, manage and maintain pending user registrations for Wolseley Express, for all external and internal users.
- ● Conexiom setup, maintenance and testing.
- ● Identify and communicate technical issues pertaining to Wolseley Express online experience to Wolseley Express App Dev team.
- ● Triage/Troubleshoot customer concerns regarding Wolseley Express orders, backorders, inventory availability, etc.
- ● Leverage Wolseley Express reporting to identify and connect with newly registered users to offer onboarding assistance and pass any requests to field support teams.
- ● Drive overall satisfaction by providing a high level of customer service to resolve complaints.
- ● Develop Wolseley Express expertise to effectively communicate and promote self-serve capabilities of the platform.
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- ● Collaborate with National Customer Support as required.
- ● Collaborate cross-functionally with other teams and research information in multiple systems/applications, to provide timely resolution to customer issues.
- ● Proactively drive registrations and utilization of Wolseley Express.
Requirements
- ● Post-secondary education or 2+ years of experience supporting an eCommerce platform.
Benefits
- ● Safety-focused and inclusive workplace culture
- ● Comprehensive benefits with premiums fully paid for by the "Core" package starting day 1
- ● Competitive retirement savings program including RRSP and Defined Contribution pension plan with employer matching up to 5.25% Day 1
- ● Paid vacation, sick time, and paid birthday off
- ● Annual bonus and profit-sharing opportunities
- ● Employee discounts on leading plumbing, HVAC/R, and industrial products
- ● Education reimbursement and ongoing career development opportunities
- ● Employee referral programs and recognition initiatives
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