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Job Description

JOB DESCRIPTION

Do you like people? Do you like pizza? We are searching for an awesome Customer Service Expert to join our team at Domino's!

The Customer Service Expert’s role is crucial within the Domino’s system. We pride ourselves on offering fast and friendly service with a smile, and our CSEs lead the way in doing so. Within our fast paced environment, the role is primarily to offer top quality customer service by phone and in person at the counter. Customer Service Experts are expected to know Domino’s products and the current offers in order to provide customers with the correct order and best value based on their needs. A uniform is provided. Customer Service Experts are expected to be presentable by following Domino’s personal image and grooming standards.

Customer Service Experts will take orders by phone-in customers, as well as customers at the store. They are expected to manage the cash drawer when accepting payment for orders and returning change. CSEs will also handle customer concerns using the approach taught during Domino’s onboarding and orientation.

In secondary roles, Customer Service Experts will help make quality products, label boxes, cut pizzas and prepare orders for delivery or to be served to in-store customers. CSEs also help in maintaining the store’s professional image by participating in the cleaning tasks assigned to all team members.

• Flexible schedules
• Very competitive earnings
• Staff pizzas
• Career growth opportunities

Domino's is an equal opportunity employer.

• Previous Domino's experience, or experience making pizzas is beneficial
• Friendly and well spoken
• Good math skills to handle cash handling for in-store customer payments
• Speak English fluently in order to serve customers
• Focus on cleanliness and personal hygiene
• Must speak English
• Must have SIN and be legally permitted to work in Canada
• Must be able to work at least two of Friday, Saturday and Sunday shifts
• Food handling certification is preferred

At Domino's Pizza, Our Most Important Ingredient is Our People! We offer employment opportunities within our franchise stores. Take the first step in joining our team, and you'll find opportunities you won't find anywhere else in the industry!

We are looking for a dedicated and enthusiastic Customer Service Representative to join our remote team. The ideal candidate will have at least 1 year of experience in customer support and a passion for delivering outstanding service. You will be responsible for responding to customer inquiries, resolving issues efficiently, and ensuring a positive customer experience through multiple communication channels.

• Respond to customer inquiries via email, chat, and phone in a timely and professional manner
• Resolve product or service problems by clarifying the customer's issue, determining the cause, and offering the best solution
• Maintain detailed and accurate records of customer interactions using CRM software
• Escalate complex issues to the appropriate department or team lead as needed
• Follow communication procedures, guidelines, and policies
• Provide feedback on the efficiency of the customer service process
• Stay up to date with product knowledge, company updates, and service offerings

• Minimum 1 year of experience in a customer service or support role
• Excellent verbal and written communication skills in English
• Strong problem-solving and conflict-resolution abilities
• Comfortable using remote tools such as Slack, Zoom, and CRM platforms (e.g., Zendesk, Fresh desk, Salesforce)
• Ability to multitask, prioritize, and manage time effectively in a remote environment
• High level of empathy, patience, and a customer-first attitude
• Reliable internet connection and a quiet workspace

The Customer Service Representative is responsible for providing exceptional service to customers by handling inquiries, resolving complaints, and offering accurate information about products and services. The role requires excellent communication, problem-solving skills, and a strong focus on customer satisfaction while maintaining a positive and professional attitude.

• Respond promptly to customer inquiries via phone, email, chat, or in-person.
• Provide accurate information about products, services, pricing, and policies.
• Handle and resolve customer complaints in a calm and efficient manner.
• Process orders, forms, applications, and requests accurately.
• Maintain customer records by updating account information in the system.
• Follow up with customers to ensure their issues are resolved and satisfaction is achieved.
• Escalate complex or unresolved issues to the appropriate department when necessary.
• Collaborate with other team members to improve customer experience and service efficiency.
• Adhere to company policies, procedures, and performance standards.
• Collect and report customer feedback to help improve products and services.

• High school diploma or equivalent (Bachelor’s degree preferred).
• Proven experience in customer service, call center, or client support roles.
• Excellent verbal and written communication skills.
• Strong problem-solving and conflict-resolution abilities.
• Proficiency with CRM systems (e.g., Zendesk, Salesforce, Freshdesk) and Microsoft Office tools.
• Ability to multitask, prioritize, and manage time effectively.
• Positive attitude, patience, and empathy toward customers.
• Team-oriented mindset with a focus on collaboration and continuous improvement.

• Experience in retail, telecommunications, banking, or e-commerce industries.
• Familiarity with sales support or technical assistance.
• Multilingual communication skills.

• Customer satisfaction (CSAT) and Net Promoter Score (NPS).
• First-call resolution rate.
• Response and resolution times.
• Quality assurance and call monitoring scores.
• Customer retention and feedback.

The Company Specialises in ; 
- *Inbound & Outbound Communication* – handle phone calls, emails, live‑chat, and social‑media messages promptly and professionally; log interactions accurately.
- *Order & Shipment Support* – assist with order placement, tracking, delivery scheduling, and address changes; resolve delays, damages, or returns efficiently.
- *Problem Resolution* – investigate complaints, identify root causes, and provide timely solutions; follow up to ensure satisfaction and document resolution steps.
- *Account Management* – update customer profiles, process billing inquiries, and manage credit‑note requests in the ERP system.
- *Process Improvement* – suggest enhancements to service procedures, contribute to FAQ/knowledge‑base updates, and share feedback with operations.
- *Performance Metrics* – meet KPI targets for average handling time, first‑call resolution, customer satisfaction scores, and SLA compliance.
- *Team Collaboration* – coordinate with logistics, finance, and IT to resolve cross‑functional issues; participate in daily huddles and training sessions.

# Required Qualifications & Skills
- *Experience:* 1‑2 years of customer‑service experience in logistics, e‑commerce, or a similar industry (fresh graduates with strong communication skills are welcome).
- *Technical:* Proficiency in CRM software (e.g., Salesforce, HubSpot), ticketing platforms, and Microsoft Office Suite; basic knowledge of logistics processes is a plus.
- *Language:* Fluent English (spoken & written); additional Nigerian language skills are advantageous.
- *Soft Skills:* Strong active listening, empathy, problem‑solving, and conflict‑resolution abilities; calm under pressure and a team‑player mindset.

# What We Offer
- Competitive salary + quarterly performance bonus.
- Comprehensive health, dental, and vision insurance.
- Structured onboarding and ongoing training programs.
- Friendly, growth‑oriented work environment with clear career pathways.

The Company Specialises in ; 
- *Inbound & Outbound Communication* – handle phone calls, emails, live‑chat, and social‑media messages promptly and professionally; log interactions accurately.
- *Order & Shipment Support* – assist with order placement, tracking, delivery scheduling, and address changes; resolve delays, damages, or returns efficiently.
- *Problem Resolution* – investigate complaints, identify root causes, and provide timely solutions; follow up to ensure satisfaction and document resolution steps.
- *Account Management* – update customer profiles, process billing inquiries, and manage credit‑note requests in the ERP system.
- *Process Improvement* – suggest enhancements to service procedures, contribute to FAQ/knowledge‑base updates, and share feedback with operations.
- *Performance Metrics* – meet KPI targets for average handling time, first‑call resolution, customer satisfaction scores, and SLA compliance.
- *Team Collaboration* – coordinate with logistics, finance, and IT to resolve cross‑functional issues; participate in daily huddles and training sessions.

# Required Qualifications & Skills
- *Experience:* 1‑2 years of customer‑service experience in logistics, e‑commerce, or a similar industry (fresh graduates with strong communication skills are welcome).
- *Technical:* Proficiency in CRM software (e.g., Salesforce, HubSpot), ticketing platforms, and Microsoft Office Suite; basic knowledge of logistics processes is a plus.
- *Language:* Fluent English (spoken & written); additional Nigerian language skills are advantageous.
- *Soft Skills:* Strong active listening, empathy, problem‑solving, and conflict‑resolution abilities; calm under pressure and a team‑player mindset.

# What We Offer
- Competitive salary + quarterly performance bonus.
- Comprehensive health, dental, and vision insurance.
- Structured onboarding and ongoing training programs.
- Friendly, growth‑oriented work environment with clear career pathways.

Location: Canada (Remote / On-site / Hybrid)

The Customer Service Representative is responsible for delivering exceptional service to customers by responding to inquiries, resolving issues, and providing information about the company’s products or services. The role requires strong communication skills, attention to detail, and the ability to maintain professionalism in all interactions.