Customer Service Representative

We are seeking a dynamic and detail-oriented Customer Service Representative to join our team. This role is critical in ensuring an excellent customer experience while managing operational processes for prescription fulfillment and third-party lab projects. The ideal candidate is highly organized, tech-savvy, and passionate about fashion and eyewear.

Key Responsibilities:

• Customer Support:Handle customer inquiries via phone, live chat, and email through Gorgias, providing timely and professional responses.
• Order Management:Process orders, reshipments, and exchanges using Shopify and Ship Station.
• Ticket Management:Respond to support tickets, resolve issues, and track customer interactions in Gorgias.
• Prescription Fulfillment:Manage prescription orders, coordinating with third-party labs to ensure timely processing and delivery.
• Project Management:Oversee ongoing projects with third-party labs, including tracking timelines and resolving any issues.
• Returns and Repairs:Facilitate product repairs and returns, ensuring smooth processing and communication with customers.
• Chargeback Management:Handle chargebacks, process submissions, and implement strategies to keep rates under the allowable threshold.
• Quality Control:Inspect returns, repairs, and prescription eyewear to ensure they meet brand standards before reshipping.

Qualifications:

• Minimum 2 years of experience in customer service, preferably in e-commerce or retail.
• Must speak both English and French. Other languages are a plus.
• Proficiency in Gorgias, Shopify, and Ship Station a plus.
• Strong organizational and multitasking skills with attention to detail.
• Experience in project management and working with third-party vendors or labs is a plus.
• Excellent verbal and written communication skills.
• Ability to handle high-pressure situations and resolve conflicts effectively.
• Familiarity with eyewear or fashion retail is preferred but not required.