Customer Onboarding & TrainingGuide new customers through the implementation and setup of the POS system.Conduct training sessions to ensure customers fully understand system features and functionalities.Customer Relationship ManagementServe as the primary point of contact for customers, ensuring a seamless experience with our POS solutions.Regularly check in with clients to assess satisfaction, address concerns, and identify opportunities for enhancement.Work closely with sales, support, and product teams to address customer needs effectively.Technical Support & Issue ResolutionAssist customers in troubleshooting technical issues, ensuring quick and efficient resolution.Work with internal technical teams to escalate and resolve complex system-related issues.Monitor system usage and proactively address potential challenges before they escalate.Product Adoption & OptimizationEducate customers on best practices and new features to maximize their ROI.Analyze customer data and provide insights to improve their POS system experience.Collect feedback and work with the product team to improve system functionality.Customer Retention & GrowthDevelop strategies to increase customer engagement and retention.Identify upsell and cross-sell opportunities based on customer needs.Ensure contract renewals by demonstrating the value of our POS solution.Key QualificationsStrong understanding of POS systems, payment processing, and retail/hospitality workflows.Excellent problem-solving and communication skills.Experience with CRM tools, helpdesk platforms (Zendesk, Freshdesk), and POS software.Ability to work independently and proactively manage customer accounts.Strong analytical skills to assess customer needs and business impact.

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.