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Bilingual Customer Service Representative
4 months ago
OUR COMPANY:
Yamaha Canada Music Ltd. (YC) is the leading brand in music performance, music education, and development of the musical products market in Canada. Established in 1969, YC has established our presence and market share with high quality products in conjunction with our high-quality people and programs that have earned us the status as a trusted partner in music and education.
We are seeking a bilingual customer service representative to join our team at Yamaha Canada Music Ltd. The successful incumbent will be responsible for providing efficient and courteous service to all customers across Canada by responding to inquiries, processing orders, and following up to expedite sales. This role is a contract role for 10-months which includes paid time-off and benefits.
The responsibilities of the Customer Service Representative, include but are not limited to:
- Manage Customer Interactions: Handle a high volume of incoming calls and emails while maintaining a professional and friendly demeanor.
- Order Processing: Efficiently process customer orders, credits, and credit claims, while ensuring accuracy and timeliness.
- Payment Handling: Manage credit card payments and refunds to facilitate smooth transactions.
- Issue Resolution: Address mis-shipments by proactively contacting dealers and coordinating with the warehouse to quickly resolve any issues.
- Customer Needs Assessment: Identify and assess customers' needs, aiming to achieve the highest level of satisfaction.
- Building Customer Relationships: Foster sustainable relationships built on trust through open and interactive communication.
- Technical Support: Provide technical support, delivering valid and comprehensive information using the appropriate methods and tools provided.
- Complaint Resolution: Skillfully handle customer complaints, offering suitable solutions and alternatives within defined time limits, and ensure resolution with thorough follow-up.
- Documentation: Maintain records of customer interactions, process customer accounts, and organize essential documents.
- File Management: Organize and file customer orders, credits, and related documents in customer files.
- Team Support: Act as a backup for other customer service representatives and assist with switchboard operations as needed.
- Conflict Resolution: Handle issues in the best interests of both the customer and the company.
- Adherence to Policies: Follow communication procedures, guidelines, and company policies to maintain consistency in service delivery.
- Going the Extra Mile: Always strive to exceed customer expectations and engage with customers in a positive and empathetic manner.
- Adaptability: Be ready to perform other duties as assigned to support the overall success of the team and the organization.
To be successful in the role you will possess the following:
- 3+ years of experience in a similar environment.
- Fluent in English both written and verbal.
- Fluent in French both written and verbal is required.
- Possess working knowledge of Musical Instruments, Home Audio, Pro Audio, and Live Sound products would be highly preferred.
- E xcellent computer skills, with Salesforce and Microsoft Office applications (Word, Excel, Outlook, MS Teams).
- 1 year or more of experience working with an ERP system such as SAP.
- Strong organizational skills are required to ensure the various customer needs and follow-up are completed in a timely manner.
- Attention to detail is required so to provide the accurate information to the customer or while entering orders into SAP.
- Proven ability to multi-task, in this role, the incumbent will be required to communicate with multiple customers at any given time via email, phone, and other in-house Business-to-Business applications.
- Completion of post-secondary diploma or degree is preferred.
Yamaha Canada Music Ltd. is committed to fostering a positive work environment. We will provide equitable treatment and accommodation to ensure barrier-free employment. In accordance with the Ontario Human Rights Code, Accessibility for Ontarians with Disabilities Act, and the Company's Accommodation Policy, a request for accommodation will be accepted as part of the Yamaha Canada Ltd.'s hiring process.
To avoid any delays in the recruitment process, if you require accommodation to apply or if selected to participate in an assessment process, you must provide your accommodation needs in advance. You may also be required to submit adequate documentation to Human Resources to support your request for accommodation.
We would like to thank all applicants however only those under consideration will be contacted.
