Bombay Hair is a leading Canadian hair extensions brand. We are looking for an experienced Customer Care & Sales Specialist to join our growing e-commerce team.
This is a customer care and sales-focused role. You will help customers throughout their shopping journey – from choosing the right hair extensions and finding their perfect color match to assisting with orders, returns and post-purchase questions.
We’re looking for someone who understands e-commerce, provides exceptional customer service, and knows how to turn product questions into confident purchasing decisions. The ideal candidate is also highly coachable, learns quickly, and is able to adapt to new systems, processes and product knowledge.
What You’ll Do
- Respond to customers through email, live chat, SMS and social media
- Assist customers with hair extension selection, color matching and product recommendations
- Help customers choose the right extension method, length, weight and shade
- Convert pre-purchase inquiries into sales through helpful, personalized recommendations
- Follow up with customers who need additional assistance before purchasing
- Handle order changes, cancellations, shipping and delivery questions
- Process returns, exchanges, refunds and replacements
- Resolve complaints professionally and escalate complex issues when necessary
- Maintain accurate customer notes, tags and ticket information
- Follow company policies, SOPs, macros and service standards
- Meet customer service response times and sales/conversion goals
Requirements - Must Have:
- Previous customer service or sales experience with an e-commerce/DTC brand
- Hands-on experience using Shopify in a customer service or sales role
- Hands-on experience using Gorgias for customer service or sales
- Minimum typing speed of 50 WPM with strong accuracy
- Strong written and spoken English
- Excellent customer service and communication skills
- A natural ability to sell and recommend products without being pushy
- Strong attention to detail and organization
- Ability to manage multiple conversations and priorities
- Comfortable working in a fast-paced e-commerce environment
- Quick learner who is highly coachable and able to apply feedback
- Reliable, accountable and able to work independently
Strong Assets
- Hair extension knowledge or previous experience with hair extensions
- Knowledge of clip-in, tape-in, weft and other extension methods
- Experience with hair color matching
- Previous experience working for a hair, beauty or cosmetics brand
- Experience providing customer service through live chat and social media
Who We’re Looking For
You understand that great customer care isn’t just about answering tickets.
At Bombay Hair, our customers often need guidance before making a purchase. You should enjoy helping customers find the right product, answering their questions, solving problems and creating an experience that makes them confident purchasing from us again.
Hair extension knowledge is highly valued, but we’re also open to strong e-commerce candidates who are quick learners, highly coachable and able to learn our products and processes quickly.
Pay: From $19.00 per hour
Expected hours: 25.0 – 40.0 per week
Benefits:
- Casual dress
- Extended health care
- Flexible schedule
- On-site parking
Application question(s):
- Do you have experience with hair extensions or working for a hair/beauty brand? If yes, please explain.
- What is your current availability and how many hours per week are you looking for?
- Are you currently located locally and able to meet the work requirements of this position?
- Please briefly describe your hands-on experience using Shopify in a customer service or sales role. *Include how frequently you used it and the types of tasks you were responsible for.
- What is your average typing speed in words per minute? *Candidates may be asked to complete a typing assessment as part of the screening process.
- Please briefly describe your experience using Gorgias for customer service or sales. *Include how frequently you used it and how you used the platform in your day-to-day role.
Experience:
- customer service and/or sales: 2 years (required)
Language:
Work Location: In person
