About the role
Looking to join a one-of-a-kind, mega awesome team? Are you super-friendly with strong attention to detail? Do you love the satisfaction that comes with correcting an error or solving a problem? Are you a self starter who loves being on the front lines playing a pivotal role in creating an inviting, honest, and kind atmosphere for customers?
At Well.ca it’s our mission to provide our customers with the best service they have ever had!
Well.ca is currently looking for an energetic team player to join our growing Customer Care Team as a Returns Specialist. This role supports the functions and interactions of the Customer Care team as well as the departmental goals.
Schedule: Monday - Friday, 10AM - 6PM (37.5 hours/week)
Location: On-Site, Guelph Warehouse
Responsibilities:
Processing Customer Returns
- Unboxing product(s) and assessing condition for resale
- Processing monetary refund and customer notification
- Management of restock cart in Customer Care
- Tracking trends and volumes relative to customer returns
- Other duties as required
Management of Return to Sender packages
- Proactive communication to customers relative to their returned parcel
- Correcting address errors where possible and subsequent reshipment of parcel
- Prompt and thorough follow up with customers regarding order updates
- Processing monetary refund where necessary
- Other duties as required
Customer Communication
- Outbound customer communication by email
- Communication with customers to troubleshoot and correct address errors
Problem Management
- Ability to diagnose problems, identify and drive appropriate solutions
- Work closely with peers and other departments to resolve product issues
- When needed escalate issues to the Customer Care Leadership team to ensure we are meeting customers particular needs
Performance Criteria
- Reports directly to the Shift Supervisor
- Turn first time customers into loyal customers by wow-ing them with prompt service
- Practice extreme attention to detail as this position holds responsibilities that not only affect customers, but other department at Well.ca
- Ability to meet/exceed established productivity goals
- Ability to lift up to 50lbs.
Qualifications:
- High school diploma required
- 1-3 years experience in a similar role
- Exceptional written communication skills
- Strong technical skills
- Adapts easily to change
- Ability to learn quickly and take initiative
- Outstanding multi-tasking and organizational skills
- Ability to solve problems in a quick and well thought out manner
- Working knowledge of Microsoft Excel
Assets:
-
Fluency in multiple languages
-
Post-secondary diploma/degree
Monday - Friday , 10 AM - 6 PM
About the role
Looking to join a one-of-a-kind, mega awesome team? Are you super-friendly with strong attention to detail? Do you love the satisfaction that comes with correcting an error or solving a problem? Are you a self starter who loves being on the front lines playing a pivotal role in creating an inviting, honest, and kind atmosphere for customers?
At Well.ca it’s our mission to provide our customers with the best service they have ever had!
Well.ca is currently looking for an energetic team player to join our growing Customer Care Team as a Returns Specialist. This role supports the functions and interactions of the Customer Care team as well as the departmental goals.
Schedule: Monday - Friday, 10AM - 6PM (37.5 hours/week)
Location: On-Site, Guelph Warehouse
Responsibilities:
Processing Customer Returns
- Unboxing product(s) and assessing condition for resale
- Processing monetary refund and customer notification
- Management of restock cart in Customer Care
- Tracking trends and volumes relative to customer returns
- Other duties as required
Management of Return to Sender packages
- Proactive communication to customers relative to their returned parcel
- Correcting address errors where possible and subsequent reshipment of parcel
- Prompt and thorough follow up with customers regarding order updates
- Processing monetary refund where necessary
- Other duties as required
Customer Communication
- Outbound customer communication by email
- Communication with customers to troubleshoot and correct address errors
Problem Management
- Ability to diagnose problems, identify and drive appropriate solutions
- Work closely with peers and other departments to resolve product issues
- When needed escalate issues to the Customer Care Leadership team to ensure we are meeting customers particular needs
Performance Criteria
- Reports directly to the Shift Supervisor
- Turn first time customers into loyal customers by wow-ing them with prompt service
- Practice extreme attention to detail as this position holds responsibilities that not only affect customers, but other department at Well.ca
- Ability to meet/exceed established productivity goals
- Ability to lift up to 50lbs.
Qualifications:
- High school diploma required
- 1-3 years experience in a similar role
- Exceptional written communication skills
- Strong technical skills
- Adapts easily to change
- Ability to learn quickly and take initiative
- Outstanding multi-tasking and organizational skills
- Ability to solve problems in a quick and well thought out manner
- Working knowledge of Microsoft Excel
Assets:
-
Fluency in multiple languages
-
Post-secondary diploma/degree
Monday - Friday , 10 AM - 6 PM