Customer Care Associate Jobs

Customer Care Associate

About Us

Have you ever wondered why we rely on harmful chemicals and artificial ingredients to maintain our body’s health? We have. After years of battling on-and-off tonsillitis, our founder Carly Stein finally found relief in an ingredient called propolis: a combination of tree and plant resin created by bees to protect the hive. We aren’t just creating cleaner alternatives to the traditional medicine cabinet; we’re creating all-around cleaner products. Period. We merge modern science with natural medicine to prove that clean medicine can actually work. We believe that today’s most common health problems can be solved with better-for-you ingredients found right in nature. We source the highest-quality, humane ingredients, and we never water them down with artificial extras. We care about the world around us and the people in it. It’s what drives our entire brand. We don’t just care because it’s cool; it's our genuine belief that our products empower you to take your health into your own hands. We’re all better human beings when we feel our best, right?

About the Role

BKN is looking for a passionate bee loving, friendly, and efficient Customer Care Associate to support our Director of Growth and E-commerce. The key responsibilities for the Customer Care Associate include responding to customer inquiries and managing concerns with the objective of maintaining positive customer relationships.

About You!

• Patient and thrive in a fast paced environment
• At least 1-2 years customer service experience
• Autonomous and hard working
• Very proactive, taking the initiative wherever you can
• Excellent communication and interpersonal skills
• Excellent at juggling many projects, prioritizing and staying organized
• You LOVE helping people and making people happy.

Key Responsibilities

• Improve support processes and increase efficiency to allow the team to maintain the highest level of support as the customer base grows
• Collaborates internally to implement improvements to customer touch-points to reduce customer experienced friction
• Maintains documentation of customer care processes including internal and external FAQs and macros
• Responding to inquiries and documenting actions using multiple platforms
• Responds to customer inquiries by understanding inquiry, reviewing previous inquiries and responses, gathering and researching information, and verifying customer’s understanding of information
• Resolve customer concerns which may include order resolutions and product detail and ‘how to use’ queries
• Develops regularly scheduled reports documenting key CX KPIs including ticket volume, identification of trends in customer inquiry topics and issues
• Keep on top of product and ingredient knowledge as well as processes and procedures
• Be the voice of the customer across the organization

Job Requirements

• Ability to respond to inquiries informatively, concisely, and in a timely fashion
• Strong written and verbal communication skills with excellent grammar and spelling
• Problem-solving, decision-making capabilities and attention to detail
• Computer skills, including using a ticketing platform (Gorgias), data entry, website navigation, and other software
• Proven experience in a customer care role (1-2+ years preferably) communicating via phone, email, and chat
• Effective time management, prioritization and multitasking skills

Location, Comp & Benefits

• Health and dental benefits provided
• Unlimited vacation
• Company sponsored RSP plan
• Remote role with optional access to our Toronto office

Application Instructions

If you are interested in applying for this role, please email your cover letter and resume to [email protected].

As an equal opportunity employer, Beekeepers' Naturals is authentically committed to fostering a diverse and inclusive workplace. We sincerely believe all applicants, employees, vendors and community members deserve to experience, as a basic and fundamental human right, a genuine sense of belonging and acceptance, so they can both realize their greatest potential and also because, simply put, it's the right thing to do.