Customer Service Representative

As a Customer Service Representative , you will serve as the primary brand ambassador for PERGOLUX , delivering exceptional support across email, phone, and chat while managing orders and assisting with technical troubleshooting to elevate our customer experience. At PERGOLUX , we are redefining outdoor living through sleek, smart pergola systems that blend Scandinavian design with cutting-edge functionality. Grounded in our core values of Integrity, Ambition, Innovation, Humility, Appreciation, and Unity, our team operates across 14+ countries with a passion for excellence, continuous growth, and helping customers build the outdoor spaces of their dreams.

What You’ll Do

- Deliver responsive, professional assistance across phone, chat, and email to resolve customer inquiries and manage issue resolution per defined protocols.
- Manage customer orders by facilitating modifications, cancellations, tracking, WISMO inquiries, and coordinate directly with logistics and warehouse partners to resolve delivery delays.
- Build deep product fluency to provide first-level technical support using scripts and FAQs, while accurately collecting data for complex escalations.
- Collaborate cross-functionally with sales, logistics, and technical support teams to maintain unified customer communication and meticulous records across Zendesk and Shopify.
- Actively gather customer feedback and encourage positive brand reviews on platforms such as Trustpilot and Google to inform continuous service improvements.

What You’ll Bring

- 0–2 years of experience in customer service, e-commerce, or related customer-facing roles.
- Excellent written and verbal communication skills with a strong empathetic, customer-first approach.
- Ability to multitask efficiently across multiple communication channels in a fast-paced environment.
- Strong adaptability and eagerness to master systems such as Zendesk, Shopify, and order management tools.
- Precise execution in following troubleshooting scripts, capturing case histories, and escalating complex inquiries when necessary.

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.

How to Apply If you are excited to build your career with a global leader in outdoor living, explore opportunities on the PERGOLUX Career Page or connect with us via PERGOLUX LinkedIn .

Compensation

CA$58K – CA$65K