Call Centre Agent (Service & Repair) - Delta (726)

Trail Appliances Ltd.•Delta, BC

2d•Onsite

About The Position

The Call Centre Agent fields incoming customer repair and service requests via telephone and email, to determine the best course of action to provide the customer immediate service. Once the best course of action is determined, they then document, track, and follow the request through to completion, interacting with external and internal customers, suppliers, technicians, and various internal departments, to facilitate a smooth and satisfactory resolution to the customer service issue.

Requirements

1 to 2 years call centre experience
Strong customer service focus and excellent communication skills
Ability to deescalate and control calls
Detail oriented, organized with excellent analytical and problem solving skills
Knowledge of Microsoft Office: Excel, Outlook and Word
Ability to work in tight deadlines, multitask, establish priorities and work and think independently
Excellent time management and organization skills
Prefer working in a team environment while being able to work independently
Fluent in written and spoken English

Nice To Haves

Preference will be given to those candidates who are fluent in Mandarin and/or Cantonese

Responsibilities

Respond to incoming requests, coordinate and book service appointments with Trail technicians or 3rd party service providers
Follow up on existing service requests and check the status on exchanges/authorizations and customer escalations
Create service requests based on customer needs, taking into account history of the specific appliance
Distinguish between warranty, extended warranty and paying calls, and taking appropriate action for each
Create/submit online service requests and internal service requests
Request return authorizations (RA) from manufacturerâ€™s and work with the Reverse Logistics and Sales Support departments to help facilitate exchanges
Continuous follow up on multiple service orders