Aosom was founded in 2009 and is headquartered in Oshawa, ON with warehouses in Ontario and Alberta. We serve customers in the lower 10 states providing high quality products at really good prices. You can find our products featured on Amazon, EBay, Wayfair, Bestbuy, Walmart, Brick and  Rona.
The Aosom family of brands include: 
• Qaba – the first place parents look for new indoor and outdoor toys for their children.
• HomCom – where style meets affordable home décor.
• Pawhut – give your indoor and outdoor pets the comfort that they deserve.
• Soozier – a collection of health and fitness equipment to help you look and feel your best.
• Outsunny – Elegant outdoor pieces to help you transform your outdoor space.Key Responsibilities:

Managed inbound and outbound calls with professionalism and efficiency, addressing customer inquiries related to orders.
Provided assistance with product assembly and resolved pricing issues by offering adjustments, discounts, or partial refunds to ensure customer satisfaction and retention.
Handled delivery issues, returns, and refunds by coordinating pickups and rescheduling with FedEx and UPS.
Contacted logistics companies to obtain tracking details and conducted order investigations to address delays and update order statuses.
Addressed customer concerns by providing appropriate solutions or escalating issues when necessary.
Educated customers on products and services, assisting with product inquiries to enhance their understanding.
Accurately documented all customer interactions in the CRM system.
Consistently met or exceeded performance metrics for call quality, productivity, and customer satisfaction.
Collaborated with team members and departments to ensure seamless customer experiences.

       Tools: Jira, Zendesk, AirCall, OMS (Oracle), Lark, Google sheets, MS Office.

Guided customers through technical issues, providing basic troubleshooting steps and support.
Managed data in CRM, updating customer issues and handling retention tickets to retain customers.
Offered subscription renewals and worked on referral campaigns to increase customer loyalty.
Resolved customer concerns through voice calls using Switchvox and helpdesk systems.
Managed tickets, conducted outbound calls to UPS for verification, tracking, and investigation, and arranged pickups with FedEx.
Created opportunities for new customers and transferred calls to verification for lead conversion.
Performed activations on Ministra and Ministra Player using RDP6 for remote work-from-home tasks.
Provided support for IPTV services, including Tashan IPTV, Boss IPTV, Vois IPTV, Guru IPTV, Edminton IPTV, Brampton IPTV, and Homephone.

Key Responsibilities:

Understood and communicated the company's products and services.
Supported customers via email ticketing system and phone calls.
Resolved customer complaints and queries, ensuring exceptional service and satisfaction.
Maintained healthy client relationships and provided exceptional customer service.
Compiled daily sales lead lists, delegated leads to the sales department, and provided sales data and guides.
Developed and monitored performance indicators for sales and staff, managed sales tracking tools, and compiled reports.

 

Resolved customer issues via chat on Zendesk and Freshdesk, maintaining an empathetic approach to problem-solving.
Followed up with customers via email, fostering a healthy relationship between customers and the company.
Managed and resolved support tickets, updating data in back-office applications.
Escalated issues to international clients through Slack for further resolution.
Utilized tools such as Freshdesk, Zendesk, Hurrier, Outlook, Slack, and Dhphone to ensure efficient and effective customer support.