Job Overview

We are seeking a dynamic and customer-focused Customer Service Representative to join our team. This role involves engaging with customers, providing product information, and ensuring a positive experience across various channels. This role is the frontline of our business. You will be responsible for managing customer communication (calls, emails, Zendesk tickets) while supporting aftersales service and assisting with showroom traffic when needed.

Duties

• Customer Communication (Primary Priority)
  • Answer incoming phone calls and ensure minimal missed calls
  • Respond to customer inquiries via email and Zendesk
  • Triage customer needs (sales vs service vs warranty)
• Aftersales & Support
  • Assist customers with basic troubleshooting (e-bikes & e-scooters)
  • Create and manage warranty claims with suppliers
  • Track and follow up on open service tickets
  • Coordinate with technicians and suppliers to resolve issues
• Showroom Support (Secondary)
  • Greet walk-in customers and provide basic product guidance
  • Assist with test ride coordination
  • Support sales team during busy periods

Requirements

Must Have

• Strong communication skills (English required; French is an asset)
• Ability to handle high call volume and multitask under pressure
• Organized and detail-oriented
• Fast learner, especially with technical products

Nice to Have

• Experience with Zendesk, Shopify, or similar systems
• Retail, customer service, or call center experience
• Interest in e-bikes, mobility products, or tech
• Bilingual in English and another language is preferred to serve diverse customer bases effectively
• Experience in retail sales, merchandising, or technology sales is a plus
• Strong communication skills with the ability to conduct product demos and explain technical details clearly
• Basic math skills for handling cash transactions accurately
• Familiarity with POS systems, cashiering procedures, and cash handling procedures
• Excellent organizational skills and time management abilities to handle multiple customers efficiently
• Ability to provide outstanding customer service through effective phone etiquette and interpersonal skills
• Previous experience in upselling or sales roles is advantageous
• Ability to work well in a team environment while maintaining a professional attitude at all times

Job Types

Full-time, Permanent

Pay

$25.00-$35.00 per hour

Benefits

• Dental care
• Designated paid holidays
• On-site parking
• Paid time off
• Store discount
• Vision care

Work Location

In person