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Customer Service Representative
2 months ago
We are seeking a highly skilled and customer-focused Customer Service Representative to join our team at Trail Appliances. As a key member of our service and repair team, you will be responsible for providing exceptional customer service and support to our clients.
Key Responsibilities- Respond to customer inquiries and resolve issues in a timely and professional manner.
- Coordinate and book service appointments with our technicians or third-party service providers.
- Follow up on existing work orders and check the status of exchanges, authorizations, and customer escalations.
- Create work orders based on customer needs, taking into account the history of the specific appliance.
- Distinguish between warranty, extended warranty, and paying calls, and take appropriate action for each.
- Prepare and submit forms such as damage response forms and customer care forms.
- Request return authorizations from manufacturers and work with our returns department to facilitate exchanges.
- Monitor and respond to customer inquiries received via live chat.
- Continuously follow up on multiple service orders.
- Complete non-escalated customer care forms.
- 1-2 years of call center experience.
- Strong customer service focus and excellent communication skills.
- Ability to de-escalate and control calls.
- Detail-oriented, organized, with excellent analytical and problem-solving skills.
- Knowledge of Microsoft Office: Excel, Outlook, and Word.
- Ability to work in tight deadlines, multitask, establish priorities, and work and think independently.
- Excellent time management and organization skills.
- Ability to work in a team environment and independently.
- Fluent in written and spoken English.
- Preference given to those candidates who are fluent in Mandarin and Cantonese.
- Extended health benefits.
- Merit performance.
- Generous employee discounts.
- Gym membership discount.
- Professional development programs.
- Employee recognition program.
- Company events.
- Paid volunteer opportunities.
We are an equal opportunities employer and welcome applications from diverse candidates. If you are a motivated and customer-focused individual who is passionate about delivering exceptional service, we encourage you to apply for this exciting opportunity.
