Call Centre Agent (Service & Repair) - Delta (1025)

Trail Appliances BC; Delta; On-site; CAD 30,000 - 60,000; Full time

Job summary

A leading appliance retailer is looking for a Call Centre Agent (Service & Repair) to manage customer service requests and ensure satisfactory resolutions. The ideal candidate will have 1-2 years of call center experience, excellent communication skills, and a customer service focus. Fluency in English is required, and preference is given to those fluent in Mandarin and/or Cantonese. This position offers competitive hourly compensation and various employee benefits.

Benefits

Extended Health Benefits

Merit Performance

Generous employee discounts

Professional Development Programs

Employee Recognition Program

Company events

Qualifications

• 1 to 2 years call centre experience.
• Detail oriented and organized.
• Ability to deescalate and control calls.
• Fluent in written and spoken English.
• Preference for candidates fluent in Mandarin and/or Cantonese.

Responsibilities

• Field incoming customer repair and service requests.
• Coordinate and book service appointments.
• Follow up on existing service requests.
• Create service requests based on customer needs.
• Request return authorizations from manufacturers.

Skills

Customer service focus

Excellent communication skills

Analytical skills

Detail oriented

Knowledge of Microsoft Office

Time management

Multitasking

Teamwork

Tools

Microsoft Excel

Microsoft Outlook

Microsoft Word

Job description

Overview

Working at Trail Appliances means joining an entrepreneurial-minded, driven team dedicated to delivering an exceptional customer experience. Trail Appliances is the leading independent appliance retailer in Western Canada. We’re a fast-growing company with over 500 employees in British Columbia, spread out over 10 showrooms, 3 Outlet Centres, 3 distribution centres, and 4 offices in BC's major markets. Join our team of trailblazers!

Compensation: $25.00 per hour

Responsibilities

• The Call Centre Agent (Service & Repair) fields incoming customer repair and service requests via telephone and email, to determine the best course of action to provide the customer immediate service. Once the best course of action is determined, they then document, track, and follow the request through to completion, interacting with external and internal customers, suppliers, technicians, and various internal departments, to facilitate a smooth and satisfactory resolution to the customer service issue.
• Respond to incoming requests, coordinate and book service appointments with Trail technicians or 3rd party service providers
• Follow up on existing service requests and check the status on exchanges/authorizations and customer escalations
• Create service requests based on customer needs, taking into account history of the specific appliance
• Distinguish between warranty, extended warranty and paying calls, and taking appropriate action for each
• Create/submit online service requests and internal service requests
• Request return authorizations (RA) from manufacturer’s and work with the Reverse Logistics and Sales Support departments to help facilitate exchanges
• Continuous follow up on multiple service orders

Qualifications

• 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
• Prefer working in a team environment while being able to work independently
• Fluent in written and spoken English
• Preference will be given to those candidates who are fluent in Mandarin and/or Cantonese

Why join Trail

• Extended Health Benefits
• Merit Performance
• Generous employee discounts
• Professional Development Programs
• Employee Recognition Program
• Company events

Due to the volume of applications received, only those candidates considered for an interview will be contacted further.

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