Bilingual Customer Service Coordinator

3 weeks ago

Toronto, Canada LG Electronics Canada Full time

The Bilingual Customer Service Coordinator will be the 1st level support for Case Managers in the handling of any given case when requested and provide training when required. They will also assist in the creation/documentation/updating of processes as required. Responsibilities include, but are not limited to, reviewing and approving/rejecting Case Manager case work, repairing coverage requests, replacement requests and return authorizations, processing month end user Return Authorization scraps, and supporting with End User RA/Prorate related issues/complex cases. The Bilingual Customer Service Coordinator will also act as the main point of support for service-related VOC (Voice of the Customer) matters and will assist with internal and external escalations to ensure timely resolution of customer pain points.

PRINCIPAL RESPONSIBILITIES

APN Approvals
- Review and Approve/Reject repair coverage and replacement/prorate requests by ensuring adherence to standard process and necessary steps are implemented that lead to resolution of customers pain points.

VOCs
- Review and Approve/Reject Case Managers’ completed cases by ensuring the appropriate process and expected steps are followed throughout the life cycle of each case, in accordance with the agreed resolution established with the customer.
- Complete system modifications as requested.

End User RAs
- Return Authorization Approvals: Review and Approve/Reject entered and requested End User Defective Returns; Dealer Credit, SWAPS and Prorate cheques by ensuring that the accurate data is entered, and the necessary documentation included.
- Provide guidance and approval on complex cases.
- Complete Monthly Scraps Process: prepare required documentation, complete the required actions within the systems, submit and obtain approvals before the deadline.
- Complete Suffix Change requests as required.

KNOWLDEGE, SKILLS, AND ABILITIES
- College Diploma or University Degree
- Bilingual in French and English
- 1-2 years’ experience overseeing case management related activities or within a similar environment.
- 1-2 years’ experience managing customer escalations.
- Experience processing documentation
- Demonstrated coaching and training skills.
- Proficient with Microsoft Office (Excel)
- Strong Customer Service orientation
- Excellent communications skills (oral and written)
- General understanding of cross-functional roles/processes within a Customer Service environment
- Ability to adapt to change.
- Strong decision-making skills.
- Ability to work independently and in a team setting.
- Must be able to multitask - manage shifting priorities, and meet tight deadlines

**Note**: This job description is not intended to be all-inclusive. Employee may perform other related duties as negotiated to meet the ongoing needs of the organization.

The organization offers an attractive compensation package that encompasses a competitive salary and excellent benefits.

**Conditions of Employment**:
**Equal Opportunity Employer**:

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