Customer Service Representative

1 month ago


Delta, British Columbia, Canada Trail Appliances Full time
Customer Service Representative

At Trail Appliances, we're looking for a skilled Customer Service Representative to join our team. As a key member of our customer service team, you will be responsible for providing exceptional customer service to our clients. Your primary focus will be on resolving customer inquiries and issues in a timely and professional manner.

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

Requirements:
  • 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
  • Ability to work in a team environment and work independently
  • Fluent in written and spoken English
  • Preference is given to those candidates who are fluent in Mandarin and Cantonese

Why Trail Appliances:
  • Extended Health Benefits
  • Merit Performance
  • Generous employee discounts
  • Gym membership discount
  • Professional Development Programs
  • Employee Recognition Program
  • Company events
  • Paid Volunteer


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