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Customer Service Representative

3 months ago

Mississauga, Ontario, Canada Levata Full time
OCR Canada is the leading reseller in Canada, serving Canadian customers coast to coast with a proven track record of innovation in data collection and automated identification data capture (AIDC) solutions.

This is a fully remote role and the timings are 11 am to 7 pm EST.

The **bilingual** Customer Service Rep is responsible for the overall relationship between their client, carrier and dealer and as such, ensures that all contractual commitments and service levels are being met or exceeded. This function's sole focus is on client satisfaction.

**What You'll do**:
As the primary interface between the client and OCR Canada, the Service Manager is responsible for the following key service measurements:

- Customer Relationship
- Contract Management
- Problem Solving & Planning
- Tracking & Reporting
- Service Level Management
- Manage issues escalated from Tier 1 Helpdesk
- Manage day to day services for customers - mobility activations, cancellations and suspensions
- Use ticketing system to help customers with incident management, repair and logistics.
- On a weekly basis, review open and closed tickets with the customer
- On a monthly basis, provide an overall report on the clients Managed Mobility Solution including Tier 1 Helpdesk
- Review service challenges and identify opportunities to for improvement based on specific actions to be executed
- Develop opportunities to expand, plan and contract service level agreement (SLA) management
- Analyze and present reports to customer on monthly basis, or at a frequency as requested by the customer executive team
- Maintain a high degree of professionalism, courteousness and friendliness
- Enthusiastically lives and breathes our Core Values

ADDITIONAL RESPONSIBILITIES (as required)
- Manage all the Customer facing communication aspects of the Recycle, Wipe and or Exec-Care programs
- Maintain up-to-date knowledge of all mobile devices
- Prepare waybills as required to support shipping and receiving
- Complete other tasks as required

**What You'll Need**:

- OSSD High School Diploma required
- Microsoft office training experience an asset
- Proficiency in French and English

**What We Offer**
- Comprehensive healthcare, paid vacation time
- Cost-reduced Health club membership

Directeur de services bilingues

**Sommaire** du poste

Le directeur de service **bilingue** est responsable de la relation globale entre son client, son transporteur et son concessionnaire et, à ce titre, s'assure que tous les engagements contractuels et les niveaux de service sont respectés ou dépassés. Cette fonction se concentre uniquement sur la satisfaction de la clientèle.

En tant qu'interface principale entre le client et OCR Canada, le gestionnaire de services est responsable des mesures de service clés suivantes:

- Relation client
- Gestion des contrats
- Résolution de problèmes et planification
- Suivi et rapports
- Gestion des niveaux de service

PRINCIPALES RESPONSABILITÉS DU GESTIONNAIRE DE SERVICES
- Gérer les problèmes transmis à partir du service d'assistance de niveau 1
- Gérer les services quotidiens pour les clients - activations, annulations et suspensions de mobilité
- Utilisez le système de billetterie pour aider les clients à gérer les incidents, à réparer et à gérer la logistique.
- Sur une base hebdomadaire, examiner les billets ouverts et fermés avec le client
- Sur une base mensuelle, fournir un rapport global sur la solution de mobilité gérée des clients, y compris le service d'assistance de niveau 1
- Examiner les défis liés au service et identifier les possibilités d'amélioration en fonction des actions spécifiques à exécuter
- Développer des opportunités d'expansion, de planification et de passation de contrats de gestion des accords de niveau de service (SLA)
- Analyser et présenter des rapports au client sur une base mensuelle, ou à une fréquence demandée par l'équipe de direction du client
- Maintenir un haut degré de professionnalisme, de courtoisie et de convivialité
- Vit et respire avec enthousiasme nos valeurs fondamentales

RESPONSABILITÉS SUPPLÉMENTAIRES ( au besoin)
- Gérer tous les aspects de communication avec les clients des programmes Recycle, Wipe et/ou Exec-Care
- Maintenir une connaissance à jour de tous les appareils mobiles
- Préparer les lettres de voiture au besoin pour faciliter l'expédition et la réception
- Effectuer d'autres tâches au besoin

Éducation:

- Diplôme d'études secondaires OSSD requis
- Une expérience de formation Microsoft Office est