Customer Service Representative

As a global leader in talent solutions, Randstad connects the best candidates with top-tier employers. We are currently recruiting a Customer Success Representative (Web Support) for our client, a pioneering leader in the e-commerce grocery service industry based in Burnaby, BC. This is a unique opportunity to join a team dedicated to sustainability and local food systems while utilizing your technical aptitude to enhance the user experience. Our recruiters are experts in the sales & marketing and customer service fields, ensuring you are supported by professionals who understand your career goals.

In this Customer Success Representative (Web Support) role, you will act as a digital concierge for a community passionate about sustainable urban produce. As the company has recently upgraded its digital platform, your primary focus will be guiding members through the new interface, ensuring their journey from farm-to-table is seamless and intuitive. This position sits within the Randstad Professional category, specifically under sales & marketing and customer relations, offering a career path that values both empathy and technical skill.

The Customer Success Representative (Web Support) will be the primary point of contact for members navigating the e-commerce platform. Whether it is troubleshooting a login issue or explaining how to customize a weekly organic harvest box, your role is vital to the brand's success. Because our client serves a diverse community, clear and professional communication is essential. While this position is located in Burnaby, BC, and requires English proficiency, we prioritize candidates who can translate complex technical steps into simple, friendly instructions.

Advantages
• Opportunity to work with a leader in the sustainable e-commerce grocery service industry.
• Collaborative team environment in a modern Burnaby, BC office with hybrid flexibility.
• Comprehensive training on the digital platform and sustainable food systems.
• Access to Randstad’s expert recruiters who provide ongoing career coaching and support.
• Weekly pay via direct deposit through Randstad’s streamlined payroll system.
• The chance to make a tangible impact on local food sustainability and community health.

Responsibilities
• Act as the first point of contact for members experiencing difficulties with the updated e-commerce website interface.
• Guide customers through account setup, order customization, and the digital checkout process with patience.
• Identify, replicate, and report technical bugs or UI/UX hurdles to the technical development team.
• Provide immediate workarounds for customers to ensure their grocery delivery is not interrupted by technical glitches.
• Educate and empower members on new platform features, such as subscription management and sustainable sourcing filters.
• Manage customer orders, including modifications, tracking deliveries, and managing credits within the internal system.
• Utilize live chat, email, and phone support to provide a true "concierge" experience for every member.
• Maintain a deep understanding of the sustainable food industry to provide context-rich support to local consumers.
• Contribute to the internal knowledge base by documenting recurring technical issues and their solutions.
• Promote the benefits of the e-commerce grocery service to increase customer retention and brand loyalty.

Qualifications
• 1–2 years of experience in customer success, tech support, or high-end retail environments.
• Advanced tech literacy with the ability to navigate various web browsers and mobile applications effortlessly.
• Exceptional verbal and written communication skills in English to provide clear, jargon-free instructions.
• Strong empathetic listening skills to turn frustrated user experiences into positive brand interactions.
• Proactive problem-solving abilities with a "figure-it-out" attitude toward technical snags.
• Demonstrated experience supporting users through a digital or e-commerce platform transition.
• Residency in or near Burnaby, BC, with the ability to work on-site or in a hybrid capacity as required.
• A genuine interest in sustainability, organic produce, or supporting local food ecosystems.
• Ability to multitask between different communication channels like live chat and phone support simultaneously.
• High level of organizational skill to manage multiple customer accounts and order modifications accurately.
• Adaptability to learn new website features and platform updates quickly in a fast-paced e-commerce environment.
• Availability to work flexible shifts that may include weekends to align with grocery delivery schedules.
• High school diploma or equivalent; post-secondary education in communications or tech is an asset.

Summary
Working as a Customer Success Representative (Web Support) via Randstad means you have a partner dedicated to your professional well-being. Our expert recruiters work tirelessly to match your skills with the best employers in the sales & marketing and customer service sectors. If you are a tech-savvy individual with a heart for sustainability, we want to hear from you today. Apply now to start your journey with a global leader in talent solutions.

Randstad Canada is committed to fostering a workforce reflective of all peoples of Canada. As a result, we are committed to developing and implementing strategies to increase the equity, diversity and inclusion within the workplace by examining our internal policies, practices, and systems throughout the entire lifecycle of our workforce, including its recruitment, retention and advancement for all employees. In addition to our deep commitment to respecting human rights, we are dedicated to positive actions to affect change to ensure everyone has full participation in the workforce free from any barriers, systemic or otherwise, especially equity-seeking groups who are usually underrepresented in Canada's workforce, including those who identify as women or non-binary/gender non-conforming; Indigenous or Aboriginal Peoples; persons with disabilities (visible or invisible) and; members of visible minorities, racialized groups and the LGBTQ2+ community.

Randstad Canada is committed to creating and maintaining an inclusive and accessible workplace for all its candidates and employees by supporting their accessibility and accommodation needs throughout the employment lifecycle. We ask that all job applications please identify any accommodation requirements by sending an email to accessibility@randstad.ca to ensure their ability to fully participate in the interview process.