Customer Service Representative supporting mining operations for Komatsu, which develops construction and mining equipment and technologies. Managing parts orders, quotations, customer issues, returns, and sourcing.
About the role
- Customer experience specialist managing reviews, social care, and complaint resolution for PERGOLUX’s Scandinavian-inspired outdoor-living e-commerce business. Improving public ratings through service recovery and cross-functional coordination.
Responsibilities
- Own and execute online reputation improvement strategies to improve public review scores.
- Monitor and manage customer reviews and actionable feedback across Trustpilot, Google Reviews, BBB, Judge.me, Facebook, Instagram, and other platforms.
- Write timely, empathetic, and professional public responses while protecting customer privacy and following platform guidelines.
- Handle sensitive complaints and coordinate service recovery toward positive customer outcomes.
- Connect complaints and social media inquiries to Zendesk tickets and coordinate with Customer Service, Claims, Logistics, Product, and Marketing teams.
- Track unresolved complaints, follow up at least every two working days, and document commitments and resolutions.
- Identify and escalate critical legal, safety, or reputational risks.
- Analyze customer feedback, review trends, and platform ratings to recommend operational improvements.
- Provide monthly reports on review performance, customer sentiment, rating improvements, and improvement opportunities.
- Partner with internal teams to improve customer experience and online reputation.
Requirements
- Approximately 3+ years of experience in customer experience, online reputation management, complaint resolution, or social customer support.
- Proven experience in online reputation management, with demonstrated success improving review ratings and strong negotiation and complaint resolution skills.
- Excellent written and verbal English communication skills.
- Strong problem-solving, de-escalation, and negotiation skills, with a customer-focused approach.
- Experience using CRM or ticketing systems and managing customer interactions across review and social media platforms.
- Strong organizational skills, attention to detail, and ability to manage multiple cases and priorities.
- Ability to collaborate across departments and take ownership of customer issues from initial contact through resolution.
- Analytical mindset, with ability to interpret customer feedback and identify opportunities to improve satisfaction and public ratings.
- Experience in e-commerce, consumer goods, home improvement, or supporting US customers.
- Familiarity with Trustpilot, BBB, Google Reviews, Judge.me, or Zendesk.
- Experience managing online reputation improvement initiatives and tracking platform-specific performance metrics.
- Spanish language proficiency is a nice-to-have.
- Comfortable working on-site in Burnaby, BC, Monday through Thursday, and from home on Fridays.
- Legally authorized to work in Canada without sponsorship.
Benefits
- Comprehensive health insurance coverage.
- Retirement plan options.
- Paid vacation and sick days.
- An international, collaborative work environment that values creativity and innovation.
- Professional growth opportunities in a rapidly scaling e-commerce company.
- Team culture & events including team-building activities, seasonal celebrations, and after-work gatherings.
- Employee discounts on all PERGOLUX products.
- Comfortable workspace with complimentary snacks and beverages.
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