Customer Service Representative

Location: 100% Remote (Targeting South Africa, Lebanon, or North Africa)

Schedule: Full-Time Alignment with Canadian Business Hours (PST / EST)

Type: Full-Time

Position Overview

We are seeking an empathetic, reliable Customer Service Representative to join our 10-person customer care team.

In this role, you will be the frontline point of contact for both existing customers and potential new clients. You will assist prospective customers answering questions about our service, while also resolving daily order issues for active subscribers (such as missing ingredients, late deliveries, or expired items).

Most of your work (approx. 80%) will involve handling digital tickets via email and SMS/text in Zendesk, with occasional phone calls (approx. 20%) when complex issues require live verbal support. You will also log customer complaints and issue credits directly through our internal ERP back-end system.

Key Responsibilities

Frontline Customer Support (80% Digital / 20% Voice): Respond promptly and empathetically to incoming customer inquiries via email, text message, and web tickets in Zendesk.
Prospect Inquiries: Assist potential new customers with questions regarding meal plans, dietary options, delivery coverage areas, and subscription sign-ups.
Order Troubleshooting: Investigate and resolve customer complaints related to late deliveries, missing ingredients, or damaged items.
ERP Credit Processing: Navigate our internal custom ERP system to review account histories, register formal complaint logs, and issue account credits or refunds in accordance with company policy.
Phone Escalations: Handle brief inbound or outbound phone calls (as needed) to de-escalate sensitive customer situations with care and empathy.

Required Qualifications

Experience: 2+ years of experience in D2C customer support, e-commerce care, or subscription delivery customer service.
Software Tools: Hands-on experience using Zendesk (or comparable platforms like Gorgias/Freshdesk) and Google Workspace (Gmail, Docs, Sheets).
Back-End Comfort: Ability to quickly navigate custom internal ERPs/databases to check logistics data, log tickets, and issue customer account credits.
Communication: Exceptional written and spoken English skills with a warm, empathetic tone suited for Canadian retail consumers.
Workstation Setup: Quiet home office setup, high-speed fiber internet, and reliable power backup (UPS/inverter).

Preferred / Bonus Qualifications

Bilingual Capability (English & French): Fluent written and spoken French (Canadian or Standard French) to support our bilingual Canadian customer base (strongly preferred for candidates in Lebanon/North Africa).
Prior experience in fresh food, meal kit, or perishable logistics customer service.

65501749669 - Customer Service Rep