Bilingual Customer Service Representative

2 weeks ago

Scarborough, Canada Yamaha Canada Music Full time

**Summary**:
We are seeking a bilingual customer service representative to join our team at Yamaha Canada Music Ltd. The incumbent will be responsible for providing efficient and courteous service to all customers across Canada by responding to inquiries, processing orders, and following up to expedite sales.

**Responsibilities**:

- Process orders, credits, credit claims, and returns in line with company policies and procedures.
- Identify and assess customers' needs to achieve customer satisfaction.
- Build rapport with customers through open and interactive communication in managing their accounts.
- Research customer concerns and provide accurate technical support and valid and complete information by using the right methods/tools.
- Manage customer complaints by providing appropriate solutions and alternatives within the time limits and follow up with the customer to ensure resolution is achieved.
- Update records of customer interactions, process customer accounts, and file documents in real-time to ensure the information is available for future reference.
- Maintain customer files by filing customer orders, credits, etc. in line with the company policy to ensure information is always current.
- Act as a backup to other customer service representatives (AV, MI, and Parts).
- Resolve customer issues in the best interest of both the customer and the company and/or work with other team members to resolve the issue as required. Escalate to the supervisor or manager as required.
- Work with the customer service supervisor and manager to ensure customer service is being delivered in line with company standards.
- Learn and retain information about company products to be able to answer customer questions.

**Requirements**:

- 3+ years of experience in a fast paced environment is preferred.
- **Fluent in English and French both written and oral is required.**:

- Working knowledge of Musical Instruments, Home Audio, Pro Audio, and Live Sound products is highly desired.
- 1 year or more of experience working with an ERP system such as SAP or JD Edwards is required.
- Ability to communicate clearly and professionally in English, both verbally and in writing.
- Strong organizational skills are required to keep up with various customer needs and conduct follow-up in a timely manner.
- Attention to detail is required to provide the correct information to the customer or enter orders into SAP without error in spelling and quantity.
- Ability to multi-task as the CSR will be required to communicate with multiple customers at any given time.
- Completion of post-secondary education in Business Administration is preferred.

Yamaha Canada Music Ltd. is committed to fostering a positive work environment. We will provide equitable treatment and accommodation to ensure barrier-free employment. In accordance with the Ontario Human Rights Code, Accessibility for Ontarians with Disabilities Act, and the Company's Accommodation Policy, a request for accommodation will be accepted as part of the Yamaha Canada Ltd.'s hiring process.

**Job Type**: Fixed term contract
Contract length: 4 months

Pay: From $23.00 per hour

Expected hours: 37.5 per week

**Benefits**:

- Dental care
- Employee assistance program
- Extended health care
- On-site parking
- Paid time off

Flexible Language Requirement:

- French not required

Schedule:

- Monday to Friday

**Experience**:

- Customer service: 1 year (required)

**Language**:

- English and French (required)

Work Location: Hybrid remote in Scarborough, ON

Expected start date: 2024-06-10

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