Company:

Henry's Holding Inc., driven by a diverse portfolio of premium brands and proprietary technology, spans multiple lifestyle and retail categories. From a Toronto-based eCommerce company to a global brand builder, we're home to a diverse ecosystem of premium lifestyle and digital brands. We deliver a seamless online experience directly to global consumers while empowering the eCommerce ecosystem.

About the Role:
We are seeking an empathetic, detail-oriented, and emotionally resilient Customer Service Specialist to join our team. In this role, you will be the primary touchpoint for our customers, mainly interacting with them via WeChat.

Beyond resolving inquiries and handling complaints with the utmost professionalism, you will act as a bridge between our customers and our Marketing team—collecting customer feedback, tracking preferences, and translating everyday conversations into valuable business insights.

We rely on you to:

- Responding to customer inquiries: Answering questions about products, services, orders, billing, and returns through various online platforms.
- Resolving customer issues: Troubleshooting problems, addressing complaints, and finding solutions to customer concerns in a timely manner.
- Order processing: Assisting with order placement, tracking, updates, and modifications.
- Providing product information: Explaining product features, specifications, and advantages to customers.
- Handling returns and exchanges: Processing return requests, providing return instructions, and managing exchanges.
- Customer account management: Updating customer information,



managing account details, and addressing account-related inquiries.
- Escalating complex issues: Identifying issues requiring further attention and transferring them to relevant departments.
- Monitoring customer feedback: Reviewing customer reviews and providing appropriate responses
- Maintaining accurate records: Documenting customer interactions and issues within the company's CRM system

We are looking for:

- Languages: Excellent writing, reading, verbal and speaking communication skills in Chinese and English, at least 45 Chinese character input per minutes.
- Excellent communication skills: Ability to clearly explain information, actively listen to customer needs, and respond professionally in written and verbal communication.
- Problem-solving abilities: Analyzing customer issues, identifying solutions, and effectively resolving complaints
- Technical proficiency: Familiarity with Shopify platforms, CRM systems, WeChat, and customer service tools.
- Customer service orientation: Demonstrating empathy, patience, and a positive attitude towards customer interactions.
- Time management skills: Prioritizing tasks and meeting deadlines while handling multiple customer inquiries simultaneously
- Prior experience in e-commerce / customer service is a plus.

We offer:

- Health Spending Account
- Group Retirement Plan

Job Type: Full-time

Pay: $18.00-$20.00 per hour

Flexible language requirement:

- French not required

Application question(s):

- Why are you interested in this position?

Language:

- Mandarin (required)

Work Location: In person

📌 E-commerce Customer Service - Bilingual Chinese (Canada)
🏢 Henry's Holding
📍 Canada