Customer Service/rma/returns Agent

6 months ago

Richmond Hill, Canada Parts Engine Canada Full time

**Customer Service/RMA/Returns Agent**

**Job Summary**:
9:00 - 5:30 pm (Monday - Friday)

**Role Responsibilities**:

- Provide exceptional customer service by actively listening to customers, understanding their needs, and addressing their concerns promptly and professionally.
- Process Return Merchandise Authorizations (RMA) according to established procedures, ensuring accurate documentation of customer information, product details, and reason for return/exchange.
- Coordinate with warehouse and logistics teams to arrange for the shipment and receipt of returned products, ensuring timely processing and resolution.
- Perform thorough inspection and evaluation of returned products, determining their eligibility for return, exchange, or repair based on established policies and guidelines.
- Communicate with customers regarding the status of their returns, exchanges, or repairs, providing updates, tracking information, and resolution timelines.
- Escalate complex or unresolved customer issues to appropriate internal teams, such as technical support or product management, to ensure timely and satisfactory resolution.
- Maintain accurate and detailed records of customer interactions, RMA requests, and return/exchange transactions in the CRM or relevant systems.
- Collaborate with the sales team to identify opportunities for upselling or cross-selling products during the returns or exchange process, enhancing customer satisfaction and revenue generation.
- Continuously stay updated on product knowledge, company policies, and industry trends to provide accurate and up-to-date information to customers.
- Identify trends or patterns in customer feedback and recurring issues, providing insights to management for process improvement and customer experience enhancement.
- Adhere to established performance metrics and service level agreements, meeting or exceeding targets for customer satisfaction, response time, and issue resolution.

Our company operates based on five core values**:Accountability, Innovation, Passion, Efficiency**, and **Shared Success**. We believe these values drive us towards achieving our goals and delivering exceptional client results. _Accountability_ means taking ownership and being responsible for our decisions. _Innovation_ is critical to our success, and we encourage out-of-the-box thinking. _Passion_ is the fuel that drives us forward, and we embrace new challenges. _Efficiency_ is about doing more with less, and we optimize our operations to deliver value. Finally, S_hared Success_ is about working collaboratively towards a common goal. We celebrate each other's successes and support each other through challenges.

**Qualifications**:

- High school diploma or equivalent; additional education or certifications in customer service or related fields is a plus.
- Proven experience in a customer service or RMA/returns role, preferably in a retail, e-commerce, or consumer electronics environment.
- Strong communication skills, both verbal and written, with the ability to articulate information clearly, empathize with customers, and provide effective solutions.
- Excellent problem-solving and decision-making skills, with the ability to analyze situations, identify root causes, and propose appropriate resolutions.
- Detail-oriented mindset with strong organizational and multitasking abilities to handle multiple customer inquiries and process RMAs simultaneously.
- Familiarity with CRM software and ticketing systems to manage customer interactions and track RMA/return transactions.
- Ability to work independently and collaboratively in a fast-paced, team-oriented environment.
- Flexibility to adapt to changing priorities, business needs, and customer demands.
- Positive attitude, patience, and resilience to handle challenging customer situations professionally and maintain a customer-focused approach.
- Join our team and play a vital role in providing exceptional customer service, managing returns, and ensuring customer satisfaction. This position offers opportunities for growth, a supportive work environment, and the chance to contribute to our organization's success.

**Salary**: $16.55-$21.00 per hour

Expected hours: No less than 40 per week

**Benefits**:

- Casual dress
- Company events
- Dental care
- On-site parking
- Paid time off
- Store discount

Flexible Language Requirement:

- French not required

Schedule:

- 8 hour shift
- Monday to Friday

Supplemental pay types:

- Bonus pay
- Overtime pay

Application question(s):

- What is your favorite car and why?

**Education**:

- Secondary School (required)

**Experience**:

- Phone Customer service: 2 years (required)

**Language**:

- English (required)
- French (preferred)

Licence/Certification:

- Driving Licence (preferred)

Ability to Commute:

- Richmond Hill, ON L4S 0J5 (required)

Work Location: In person

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