Customer Support Professional (PT)

Scribendi is seeking a Customer Support Professional to join our team on a part-time basis. You’ll be part of a small, collaborative group of friendly and forward-thinking individuals who take pride in delivering excellent service. In this role, you’ll support our clients, freelance editors, and internal teams by providing timely, thoughtful, and effective customer assistance. Day to day, you’ll manage customer inquiries through various communication channels, navigate company-specific systems, and juggle multiple tasks in a fast-paced environment. 

If you’re a self-starter with strong communication skills, a solid work ethic, and a genuine interest in helping others, we’d love to hear from you. 

What you will do 

• Act as the first point of contact on order-related inquiries for clients and editorial staff. 

• Own communication channels with clients and editors (such as email, chat, and phone) to balance various requests and issues that arise. 

• Follow ISO-certified processes and company guidelines to provide timely, error-free responses, providing an exceptional customer service experience for clients and staff. 

• Complete a daily checklist each shift to confirm all urgent inquiries are resolved, preventative tasks are completed, and important information is passed along to the next shift. 

• Have a working knowledge of various computer programs and document types (Microsoft Word, PDF, Microsoft Excel, etc.) 
• Possess excellent reading, writing, and communication skills  
• Have strong multitasking skills  
• Be resourceful, with an aptitude for problem-solving in time-sensitive situations, and can make independent decisions with confidence  
• Able to follow defined processes and provided resources to manage a full scope of responsibilities with minimal supervision 
• Can take initiative to make suggestions that will improve processes and overall client experience 
• Must be available to work a combination of days, afternoons, weekends, and holidays, as provided in a monthly schedule  
• Must be able to attend in-person training and monthly meetings in our Chatham, ON office.