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Customer Service Representative
2 months ago
Trail Appliances is seeking a highly skilled Customer Service Representative to join our team. As a key member of our customer service team, you will be responsible for providing exceptional service to our customers, ensuring their needs are met and exceeded.
Key Responsibilities:- Respond to customer inquiries and resolve issues in a timely and professional manner
- Coordinate and book service appointments with Trail technicians or 3rd party service providers
- Follow up on existing work orders and check the status on exchanges/authorizations and customer escalations
- Create work orders based on customer needs, taking into account history of the specific appliance
- Distinguish between warranty, extended warranty and paying calls, and take appropriate action for each
- Create/submit forms such as damage response forms (DRFs) and customer care forms (CCFs)
- Request return authorizations (RA) from manufacturers and work with the Returns department to help facilitate exchanges
- Monitor and respond to customer inquiries received via Live Chat
- Continuous follow up on multiple service orders
- Complete non-escalated CCF's
- 1 to 2 years call centre experience
- Strong customer service focus and excellent communication skills
- Ability to deescalate 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
- Prospers working in a team environment and be able to work independently
- Fluent in written and spoken English
- Preference is 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
