Saurav Joy

Customer Service Representative @The Brick

Kitchener, ON, CA

Managed a high volume of inbound and outbound customer communications via phone and email regarding orders, deliveries, pickups, and service issues.• Scheduled and coordinated delivery and pickup appointments by liaising with customers and delivery teams, ensuring smooth logistics.• Processed returns, refunds, and product exchanges accurately, resolving customer concerns professionally and efficiently.• Placed orders for replacement furniture parts and handled warranty and return material authorization (RMA) procedures.• Updated customer accounts, purchase order details, and delivery notes using internal POS+ systems.• Utilized LIMTAC and store systems to handle payments, process refunds, and address service claims.• Provided detailed information about furniture products, promotions, warranties, and store policies across in-person, phone, and online channels.• Worked with the inventory team to ensure product availability and manage special orders.• Supported the customer service manager by preparing weekly reports and documentation using Microsoft Office tools.• Helped with billing issues, delivery discrepancies, and product quality follow-ups to maintain strong customer relationships.

Conestoga College

Postgraduate Degree, Information Technology Business Analysis

APJ Abdul Kalam Technological University

Bachelor of Technology, Computer Science and Engineering