Responsibilities

• Respond promptly to customer inquiries through the Gorgias helpdesk. This includes managing messages from various channels such as social media, phone, email, online chat, and text.
• Cultivate a deep understanding of our brand, vision, and product range.
• Provide customers with expert guidance on selecting skincare products, consistently exceeding their expectations for a positive customer experience.
• Engage with customers in a positive, informative, knowledgeable, and timely manner.
• Process returns, refunds, and exchanges while maintaining effective communication with our warehouse teams as necessary.
• Track and compile data related to customer feedback, suggestions, reviews, common trends, complaints, refunds, exchanges, etc.
• Create monthly KPI reports based on your findings, which will be presented to the co-founders and team.
• Enhance and refine our website FAQ page based on common customer inquiries.
• Organize and consolidate customer before-and-after photos, sharing them with the extended team as needed.
• Assist the operations team in managing order statuses in Shopify, identifying orders that have been sitting for an extended period.
• Update the store locator and other sections on the website, as required.
• Perform other assigned tasks to contribute to providing our customers with the best possible experience.

Requirements

• 2+ years experience in a customer service representative role or other similar position.
• Experience with major e-commerce platforms, including Shopify and Gorgias would be an asset.
• While previous experience in the skincare and beauty industry is preferred, it is not mandatory.
• Exceptional verbal and written communication skills in English; fluency in French is considered an asset.
• Proficiency with Google and Microsoft office suite.

You are a good fit if you...

• Are passionate about Three Ships and eager to share that passion with others.
• Have a strong understanding and knowledge of skincare, beauty, and wellness.
• Have a positive mindset, enjoy working with others, and exhibit strong emotional intelligence.
• Have exceptional listening, verbal, and written communication skills.
• Are a fast learner.
• Are resourceful with a strong can-do attitude. You thrive in a fast paced environment, and are excited to chip in and wear multiple hats.
• Possess strong organizational skills in order to keep up with various customer needs and conduct follow-ups in a timely manner.
• You are an independent worker who can self-manage tight deadlines and implement feedback promptly.
• Excel at creating new processes that streamline tasks and embrace automation whenever possible.

How to apply

Send your resume and optionally include a cover letter to apply@threeshipsbeauty.com. We appreciate all applicants' interest, but only those selected for an interview will be contacted. Applications will be reviewed on an ongoing basis.

We strongly encourage applications from visible minorities, individuals with disabilities, and members of the LGBTQ+ community. Three Ships actively encourages applicants to self-identify.

This is a full-time position with an immediate start date. Start dates can be flexible depending on the candidate. This position is based in Toronto, ON. While our team operates remotely by default, you will be required to attend in-person co-working days twice per month at our office in the downtown core.