URGENT: Customer Service Assistant (Shopify & Gorgias experience is required)
Application Deadline: 23 August 2025
Department: Operations
Employment Type: Full Time
Location: Toronto
Compensation: $3.00 - $4.00 / hour
Description
Respond to customer emails and messages with professionalism and empathy in a timely manner using our helpdesk platform (e.g., Gorgias or similar).
Handle common e-commerce inquiries such as order status, returns, exchanges, product questions, and troubleshooting.
Tag, categorise, and manage complex or sensitive customer concerns. Proactively monitor the resolution process and ensure timely, effective closure with clear communication back to the customer.
Maintain detailed logs of customer interactions—especially complaints, recurring questions, and nuanced feedback. Analyze this data to identify patterns, surface trends, and prepare regular internal reports that drive product, policy, or service improvements.
Manage and update internal documents related to FAQs, common customer concerns and resolution workflows. Ensure documentation is organized, current, and accessible.
Assist in compiling weekly customer service performance feedback or summaries if required.
Hard Requirements:
Minimum 2 years of full-time experience in a customer service or virtual assistant role
E-commerce background with Shopify
Experience using customer service platforms like Gorgias
Proficiency in documentation tools (e.g. Google Workspace) and reporting platforms (e.g. Excel, CRM dashboards)
Excellent written English communication skills; capable of representing the brand’s tone and voice.
Ability to follow SOPs and suggest improvements where needed.
Comfortable using tools such as Gmail, Slack, and cloud-based task trackers (e.g., Trello, Asana).
Independent, dependable, and highly organized.
Schedule:
40 hours per week
Monday to Friday
9AM - 6PM Australian Eastern Standard Time Zone
Offer and Benefits:
$3-$4USD/hour
HMO coverage after 1 year of employment.
