The Role The Bilingual (English & French)Call Centre Agent will be responsible for day to day customer service responsibilities of the national administration department.
The incumbent will escalate store and customer concerns via e-mail and phone, provide customer service follow-up on customer units and support service centre metrics such as TAT.
Provides superior customer service to all stakeholders and effectively resolves difficult customer service issues as they pertain to repairs, exchanges, warranty claims and other damaged units.
Responsibilities Escalations : Handle and resolve escalated customer complaints and obtain and evaluate all relevant information to handle inquiries and complains in a timely manner Keep records of customer / store inquiries Respond promptly, accurately and professionally to customer inquiries via phone and store inquiries via e-mail Handle difficult customer calls including estimate disputes, warranty claims and extended ETAs on unit repairs Customer Service Follow-up : Provide proactive follow-up to customers on behalf of the stores giving updates on the repair and return of units within the service centres Handle escalated calls from third party tier 1 call centre promptly and professionally Monitoring Metrics : Ensure that assigned process metrics such as TAT, number of units processed etc.
are actively monitored and maintained within stipulated targets Also take steps to provide recommendations on how existing processes can be improved Requirements All requirements are based on 1 plus years of experience and include, but are not limited to the following : MS Office suites Experience working in a customer service role Must have excellent written and verbal communication skills in French and English Must be detail oriented and have strong analytical and organization skills Ability to multitask, work in a fast paced environment and work well under pressure This position is based out of our Western Distribution & Service Centre.
Associates must have a pair of CSA safety shoes available Education Minimum High School Completion, additional Customer Service and / or Administrative education is an asset