Customer Service Assistant
7 days ago
The Customer Service Assistant will be a key member of our Network and Direct Mobile Service Team and be responsible for service administration, account management and communication. In addition, there will be daily interaction with our call center team to ensure we maintain our best in class customer support.
This role requires bilingual proficiency in English & French.
**PRINCIPAL RESPONSIBILITIES**:
**Administrative**:
- Centralized Service Administration
- Manage the set-up of the new employee onboarding process
- Proactively maintain a database related to Service assets, licenses, vehicles, etc.
- Interact with government agencies as required
- Interact with third-party providers i.e. equipment, training, etc. regarding purchases, scheduling
- Assist in semi-annual inventory count
- Service centre support
- Manage the service centre onboarding process including maintaining a database
- Maintain contracts, approvals, etc.
- Sending out reports (daily/weekly) to service centres and timely follow-ups
- Invoice Submission
- Review for accuracy and submit weekly/monthly invoices from key partners to ensure on time payment
**Account Management**:
- Assist in managing day to day inquiries and issues with Direct Service technicians and Authorized Service Centers
- General inquiries and follow-ups
- Postal code updates
- Allocation and resolution of internal customer escalations
**Communication**:
- Responsible to prepare and send out bilingual communication to the service network and internal staff
- Create new or update existing documentation to ensure our processes are up to date
**KNOWLEDGE, SKILLS AND ABILITIES**:
- College or University diploma/degree & a minimum of two years previous experience in a customer service, administrative role
- Strong MS Office and Google skills including Excel, Sheets, etc.
- Demonstrated ability to communicate in a clear and concise manner both verbally as well as written
- Experience creating process communication
- Positive attitude, patience and understanding with the ability to view issues from a customer standpoint
- Ability to multi-task, prioritize work and meet tight deadlines
- Strong attention to detail
- Must be bilingual (English/French)
**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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