Customer Care Consultant

1 week ago

Quebec City, Canada Fisher & Paykel Appliances Full time

The Role

Le Rôle
Fisher & Paykel a pour mission d'être la première marque d'appareils électroménagers haut de gamme au monde. L'un des éléments clés pour y parvenir est de procurer une expérience client de premier ordre. Tous les consultants du service à la clientèle du centre d'assistance global sont fiers d'offrir une expérience de service haut de gamme sans effort à chaque interaction client, en veillant à ce que les questions soient résolues avec soin et efficacité dans les meilleurs délais.

Vous Ferez
- Le conseiller en service à la clientèle travaille principalement avec les demandes de renseignements par téléphone et par courriel, ainsi qu'avec les médias sociaux et le clavardage.
- Démontrer une bonne connaissance des produits et des pièces de rechange de Fisher & Paykel et des autres marques.
- Extraire et saisir toutes les informations pertinentes pour garder le contrôle de l'appel, en démontrant une bonne compréhension des exigences en matière de qualité d'appel.
- Gérer les clients en cas d'escalade, de manière indépendante dans la plupart des cas, en obtenant suffisamment d'informations et en entrant dans le « niveau de détail approprié ».
- L'assistance à la gestion des tâches est responsable de la gestion des tâches de service pour l'équipe de service sur le terrain et l'équipe de chauffeurs-livreurs. Il travaille en collaboration avec les directeurs de service régionaux, le personnel d'assistance sur le terrain et l'équipe de livraison et d'installation afin de garantir une planification efficace de l'équipe sur le terrain.
- Le service des pièces de rechange et est spécialisé dans l'interprétation des pièces rechange, la résolution des problèmes et l'amélioration du chiffre d'affaires. Il aide les parties prenantes internes et externes à s'assurer que les bonnes pièces de rechange sont obtenues.
- Le service d'assistance aux détaillants et aux constructeurs répond aux demandes de service dans toutes les provinces canadiennes.

Vous Avez
- Une expérience pertinente en matière de service à la clientèle, idéalement au sein d'un grand centre de contact complexe.
- La maîtrise du français et de l'anglais est requise, avec de solides compétences en communication orale et écrite dans les deux langues.
- De solides compétences en communication, tant à l'écrit qu'à l'oral
- La capacité à utiliser des connaissances spécialisées sur les produits pour fournir des solutions de haute qualité.
- Capacité d’utilisation intermédiaire de Microsoft Excel et Word, et compétent dans Outlook
- De l'expérience dans l'utilisation de JDE et de MS ACCESS
- Habileté dans la résolution de problèmes techniques
- Qualification NCEA Level 3 Contact Centre (non requise mais très utile).

Fisher & Paykel est un employeur qui souscrit au principe de l'égalité à l'emploi. Les décisions en matière d'emploi sont prises sans tenir compte de la race, de la couleur, de la religion, de l'origine nationale ou ethnique, du sexe, de l'orientation sexuelle, de l'identité ou de l'expression de genre, de l'âge, du handicap ou d'autres caractéristiques protégées par la loi.
e gamme sans effort à chaque interaction client, en veillant à ce que les questions soient résolues avec soin et efficacité dans les meilleurs délais.

The Role
Fisher & Paykel is on a mission to be the world’s #1 premium appliance brand. A key component in achieving that is the delivery of premium customer experience. All Customer Care Consultants within the Global Support Centre take pride in delivering an effortless premium service experience with every customer interaction, with a focus on ensuring queries are carefully, effectively and efficiently resolved in a timely manner.

You Will
- Demonstrate sound knowledge of Fisher & Paykel and supported brand products and spare parts
- Extract and capture all relevant information to maintain control of the call, effectively demonstrating an understanding of Call Quality requirements
- Manage escalated customers, independently in most instances, by obtaining sufficient information and getting into the ‘Right Level of Detail’
- Job Management support is responsible for the management of service jobs for the Field Service Team and delivery driver team. They work in conjunction with the Regional Service Managers, Field Service Support Staff and the Delivery & Install team to ensure the effective scheduling of Team in the field.
- Spare Parts Support specialises in spare parts interpretation, problem solving and improving revenue, and support both internal and external stakeholders to ensure the correct spare parts are sourced.
- Retail and Builder Support assists with service-related enquiries across all Canadian Provinces

You Have:

- Relevant customer service experience, ideally from within a large, complex contact centre
- Proficiency in both French and English is required, with strong verbal and written communication skills in both languages.
- Strong communication skills, both written and verbal
- Ability to utilis

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