We are a fast-growing e-commerce jewelry brand looking for a highly composed, detail-oriented professional to manage customer interactions and support daily operations.
This is not a traditional sales role, but it requires strong persuasion skills. You will be responsible for retaining revenue, reducing cancellations, managing disputes, and ensuring a high standard of customer experience.
Approximately 70% of your role will focus on customer communication and retention, while 30% will involve administrative and office responsibilities.
This role is best suited for someone who is calm under pressure, emotionally resilient, highly organized, and confident in communication.
Key Responsibilities:
Customer Retention & Issue Resolution (80%)
-Handle customer inquiries via email, chat, and phone in a clear, professional, and controlled manner
-Manage returns, exchanges, cancellations, and complaints with a focus on retaining revenue whenever possible
-De-escalate difficult or emotional situations while maintaining professionalism
-Confidently redirect customers toward exchanges or alternative solutions instead of cancellations
-Identify natural opportunities to upsell during exchanges or product concerns
-Manage high volumes of customer communication with accuracy and attention to tone
-Work with buying team to fix issues that will reduce future returns/exchanges such as cases relating to defective or shipping delay issues
-Chargebacks & Risk Management
-Prepare and submit chargeback responses with strong documentation
-Proactively communicate with customers to prevent disputes before escalation
-Maintain organized records of all cases and outcomes
Administrative & Office Operations (20%)
-Create reports requested by upper management using Microsoft Word and Excel
-Enter transactions and maintain records in QuickBooks
-Ensure bills and expenses are accurately tracked and paid on time
-Assist with payroll preparation (training provided)
-Act as a key holder and help oversee the day-to-day office environment
-Maintain organized documentation and support internal operations
Qualifications:
-Exceptional English communication skills (written and verbal)
-Proven ability to handle difficult or upset customers without becoming emotional
-Strong persuasion and problem-solving skills
-Highly organized, detail-oriented, and able to multitask effectively
-Advanced proficiency in Microsoft Word (document formatting, reporting)
-Experience with QuickBooks or accounting-related tasks is an asset
-Experience in customer service, dispute resolution, or e-commerce preferred
-Reliable, professional, and able to take ownership of responsibilities
What We’re Looking For:
Calm, level-headed, and emotionally resilient under pressure
A strong communicator who can influence outcomes without sounding aggressive
Someone who can stand firm while remaining professional and respectful
Detail-driven and process-oriented
Trustworthy and capable of handling both customers and office responsibilities
What We Offer:
Competitive base salary
A stable, growing company with long-term career potential
A professional and supportive work environment
Competitive compensation and benefits
A high-impact role where your work directly affects business performance
Benefits:
Dental care
Extended health care
Life insurance
On-site parking
Paid time off
Store discount
Other details:
Casual dress
Company events
Dental care
Extended health care
On-site parking
Paid time off
Vision care
Location: Richmond, BC
Language: English (required)
Work Location: In person
Apply by submitting cover letter and resume by email.
