Client Success Specialist II

Chit Chats’ vision is to help Canadians deliver their goods to the world with postage at unbelievable prices. We are a fast growing entrepreneurial company making a huge impact to Canadian entrepreneurs and businesses. As ecommerce removes borders, we don’t want high Canadian postal rates to be a barrier to world commerce. We aim to remove these physical and financial restraints to create a seamless, borderless and boundless world of opportunity for Canadians.

If you relate with being Caring, Curious and Cheerful; we are looking forward to having you onboard!

The Role

As a Chit Chats Client Support Specialist for Tier 2, you provide a caring, curious and cheerful client experience through email and phone. You investigate and resolve clients’ issues by using our values and strategic anchors to guide you.

Your teammates look to you as a source of knowledge and coaching because, in addition to the responsibilities of Tier 1, you will handle specialized areas such as returns, technical issues, onboarding, retention, claims and client escalations. You liaise with management, clients and staff to use your experience to provide client-focused solutions. You are quick to respond and can handle yourself in difficult situations by offering thorough and effective resolutions.

You are up-to-date on all the latest in company related news (compliance, pricing, internal policies and platform changes) and offer your opinion freely.

Responsibilities to Clients

• Review, investigate and resolve clients’ general, onboarding, retention, returns, claims and tech inquiries within service levels. Escalate to lead once all problem-solving strategies have been utilized.
• Understand clients’ businesses and their needs and use extensive knowledge to provide a delightful experience.
• Educate clients on claims, compliance and company policies and procedures.
• Oversee and ensure the proper protocols are followed promptly and accurately for returns methods, redirects, reships and disposal date extensions based on client needs.
• Lead returns investigations with internal and external partners
• Assist CSSs with investigations on behalf of clients; resolve investigations using the lost and found shipment protocol when necessary.
• Review and complete client carrier claims, ICPs, manual postage refunds, return refund requests and handle disposal issues.
• Manage and review Power of Attorney (POA) submissions, liaising with our customs broker representative to get approval on client return accounts.
• Manage outgoing notices to clients including POA denial, damaged returns, returns CBSA compliance escalations, unserviceable returns and other notices as requested by partners in operations.
• Resolve clients’ technical challenges within service levels or quicker. Escalate to tech lead once all troubleshooting methods have been utilized and the issue is not resolved.

Responsibilities to the Team

• Handle escalations from Tier 1 specialists, with a special focus on tech and return protocols.
• Maintain expert knowledge of our services and platform, seek opportunities to learn.
• Maintain a comprehensive knowledge in claims and returns operations, policies, CBSA requirements and timelines
• Provide recommendations to the product team as platform issues and opportunities arise.
• Assess procedure, client materials and staff resources, collaborating with return partners in operations to make recommendations to department leadership for improvements to the service as per client feedback.
• Provide backup support at a Chit Chats branch as needed for store front or BEP
• Follow company policies and procedures to a T.
• Produce and organize reports with data-backed insights.
• Contribute to escalations log and client feedback recommendations for management.
• Review and complete client carrier claims and ICPs
• Maintain a working relationship with all returns partners within the company, attending and contributing to meetings as required; help to ensure shared digital spaces and communication tools (i.e. Basecamp) are kept organized and up-to-date.
• Maintain a steady and acceptable workload while working and supporting teammates to equally complete daily tasks.

Qualifications

• Must be available to work weekdays and weekends the hours of 9:00 a.m and 9:00 p.m EST or PST
• Contact/Call Centre experience with multi-channel support is a must
• Able to work well in a fast past environment and prioritize effectively
• Proactive, professional and friendly
• Strong analytical and problems solving skills
• Client and solutions focused with the ability to build a positive rapport with clients
• Able to work both independently and cooperatively with a positive attitude and work ethic
• Competent in MS Office/Google Suite, CRM, multiple applications and software platforms
• Great soft skills with strong verbal and written communication skills and the ability to communicate clearly, effectively and professionally.
• Team player who is willing to help develop the team, processes and protocols, assist their teammates when they see they need help
• Bilingual with fluency in English and French would be considered an asset

Additional Information

• This is a remote work opportunity with the requirement to attend meetings and training on site at one of Chit Chats’ locations and/or the Chit Chats Hub.
• This is a full time permanent position.
• Additional tasks or projects and workshops which will be assigned from time to time 
• The above statements are intended only to describe the general nature of the job, and should not be construed as an all-inclusive list of position responsibilities.
• To learn more about us, visit our website: chitchats.com

Covid-19 update: Chit Chats is an essential service. We have strict Covid safety protocols in place for both our clients and our staff.