Customer Support Representative

Fresh City Farms - Toronto, ON (il y a 30+ jours)

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Join our team, as we offer Torontonians a Better Life Through Food!

ABOUT FRESH CITY

Fresh City, founded in 2011 by Ran Goel, is a city farm and retailer of farm-fresh, organic produce and prepared food. Each day we make locally and organically sourced meal kits and chef-inspired meals, salads, snacks and breakfasts from scratch. In late 2018 we acquired Mabel’s Bakery, a popular bakery in Toronto, producing artisan breads and pastries. Shortly after, in early 2019, we acquired The Healthy Butcher, a pioneer in organic and 100% grass-fed beef. We farm in Downsview Park as well as at Baka on Highway 427, and we have eight retail locations between our three brands. Fresh City delivers straight to our customers’ doors or to pick-up locations throughout the Greater Toronto Area. By bringing makers and eaters together, we are changing how people think about food.

ROLE SUMMARY

In this Customer Support role, you will be responding to customers directly by phone, text, email or social media direct messaging. The majority of the interactions are with customers who are having trouble signing up, navigating our site, missed the order deadline or had an issue with the order they received. All communication is managed through Zendesk, to ensure no customer goes unanswered. This role will also include responding to online reviews (i.e. on Google) to maintain a strong presence in the online community.

WHAT YOU’LL BE DOING

Responding to customer enquiries via email, text, phone and social channels

Helping new customers complete the sign-up process

Helping the business determine where problems occur

Updating customer accounts and preferences

Providing info about our farms, prepared foods (made in our kitchens) and products

Monitor and respond to online reviews

Work closely with colleagues across Fresh City including: Logistics, IT, Marketing, Operations, Purchasing, Finance and others to drive improvement in reporting, quality, and service.

WHAT YOU’RE BRINGING TO THE TABLE:
Passionate about making our customers happy (patient, courteous and positive).

Strong written and verbal communicator (clear and concise writer).

Computer literate (quick and comfortable with computers) and excellent typing skills.

A strong multi-tasker.

A creative problem solver, able to make quick decisions.

Pay close attention to detail and are able to stay organized.

Can work independently, but not afraid to ask for help.

Have some customer service experience in a call center (at least 1 year).

Familiarization with various social channels is an asset.

Interest/knowledge in organics/farming/local food an asset

You LOVE food!

OTHER DETAILS:
Reporting to Customer Support Lead (part of the Customer Experience & Marketing team)

Full time (37.5 hours per week), including weekends (Saturday & Sunday are a must). Variable shifts between 9am – 9pm.

Hourly Wage: $17 per hour

Primary office: 53 Samor Road, where we have free lunch daily!

Food discounts across Fresh City, The Healthy Butcher & Mabel’s

ACCESSIBILITY

Fresh City is an equal opportunity employer committed to diversity and inclusion. We consider all applicants regardless of race, colour, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status, and Indigenous status. If you require accommodation during the recruitment and selection process, please let us know. We will work with you to provide as seamless a recruitment experience as possible.