Customer Experience Specialist

About Us

Getit Local is an Ottawa owned and operated delivery service that was designed to minimize fees for both the business and consumer. With Getit Local, you get the on-demand food delivery you’re used to, but with the added ability to also support your favourite restaurants and drivers with flat, honest and affordable fees. No more surprises at checkout for you, no more gouging at the restaurant’s bottom-line for business owners. Our drivers are paid fairly and keep 100% of their tips! From the mom-and-pop shop on the corner, to the franchise downtown, Getit Local ensures fairness for everyone.

You will be responsible for:

  • Managing the dashboard and helpdesk for drivers, customers, and end users
  • Interacting with customers, drivers, and end users to solution any problems or answer questions they may have around their account and troubleshoot issues as they arise
  • Keep detailed documentation of all customer interaction for quality control, refund implementation and app fixes; communicating final outcomes and action items to the appropriate stakeholders
  • Having a positive can-do attitude with exceptional organizational skills and maintaining a creative solutions-oriented approach to problem solving with customers, drivers, and end users
  • Being an interpreter between technical and non-technical stakeholders and ensuring a clear and concise line of communication exists for both
  • Performing gap analysis of existing systems/programs and identifying any key challenges and potential solutions so our customers have a seamless and successful overall customer experience
  • Working to identify service level challenges, and suggest/provide improvement recommendations

To get the job done, you will need:

  • 5+ years of customer service experience
  • Willing to work evenings and some weekends
  • Proficient in Office 365
  • A self starter with drive to provide an exceptional customer service
  • Possess strong analytical and problem-solving skills
  • Bilingualism is an asset

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