Customer Support Specialist

1 month ago


Mississauga, Canada LinHR Consulting Inc. Full time

About the client:  Our client in the Electronic Consumer Industry with a full range of electronics and appliances into the Canada market. This includes televisions, refrigerators, air-conditioners, dehumidifiers, beverage coolers, and freezers. It is looking for an Customer Support Specialist with effective and good attention to details.
Work schedule and location: 9am to 5:30pm Monday to Friday at the Mississauga office (work location-L5N 8C2) .
The annual salary is 50-51K CAD plus performance bonus and great group benefit plans, RRSP matching. ​

Responsibilities
  • Execute Weekly happy calls after repair completion / Make call back to customers after repair completed to collect feedback (same as NPS questions indicated in the NPS report).
  • Follow up with all assigned SROs on daily basis to prevent unnecessary trips for repair.
  • Follow up with parts dept on pending orders or back orders.
  • Monitor and answer social media (fb, instagram, twitter, reddit) service feedback
  • Receive escalated cases from T2 (VOC, Repair status, parts availability...)
  • Daily Handling of VOC the triage for all escalations including investigating and collecting evidence and POP
  • Create RMA for escalated non-repairable cases reported by both CC and ASC
  • Escalate Exchanges requests to ECR.
  • Receive all technical inquiries from T2 and provide solution.
  • Create Technical bulletin for call center.
  • Ship FW to customers if required.
  • Improved FCR by training and coaching front-line agents.
  • Support with training of the Front line on new policies and procedures and all communications from Canada back office and provide training report.
Requirements
  • Associate’s or Bachelor’s degree preferred.
  • Minimum 1 year of experience in customer service-related position in a service industry.
  • Strong communication and problem-solving skills.
  • Attention to details and ability to maintain accurate records.
LinHR is committed to providing accommodations for people with disabilities. If you require an accommodation, we will work with you to meet your needs. Accommodation will be provided in all parts of the hiring process as required under LinHR's Employment Accommodation Policy. Applicants need to make their needs known in advance. 
LinHR is an equal opportunity employer seeking to live its values in all we do. We are committed to taking proactive steps to provide and create opportunities for historically marginalized groups. We seek applicants who will strengthen our commitment to diversity, equality, and inclusion. We strongly encourage qualified candidates from Indigenous, Black and other racialized persons, 2SLGBTQI+ people, individuals with disabilities, and other members of marginalized communities to consider working with and for LinHR. We recognize that structural barriers shape experiences and job qualifications, and therefore we seek to use employment equity to differentiate between candidates who meet the required qualifications. We encourage people to apply even if they feel that the position would be a stretch. ​ #J-18808-Ljbffr

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