Customer Service & Repair Call Center Agent

Trail Appliances Ltd.; Delta; On-site; CAD 29,000 - 41,000; Full time

Benefits offered by this job

Extended Health Benefits

Merit Performance

Generous employee discounts

Professional Development Programs

Employee Recognition Program

Company events

Job summary

Trail Appliances Ltd. is seeking a Call Centre Agent to handle incoming customer repair and service requests by phone and email, coordinating with Trail technicians and third-party providers to deliver prompt service.

You will document and track cases through resolution, interfacing with customers, suppliers, technicians, and internal departments to ensure a smooth post-delivery experience. Requires 1–2 years call center experience and fluent English.

Qualifications

• 1–2 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

Responsibilities

• 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

Skills

Call centre experience

Customer service

Communication skills

De-escalation

Time management

Organizational skills

Independence

Teamwork

Fluent in English

Mandarin/Cantonese (preferred)

Tools

Microsoft Office (Excel/Outlook/Word)

Job description

Trail Appliances Ltd. is seeking a Call Centre Agent to handle incoming customer repair and service requests by phone and email, coordinating with Trail technicians and third-party providers to deliver prompt service.

You will document and track cases through resolution, interfacing with customers, suppliers, technicians, and internal departments to ensure a smooth post-delivery experience. Requires 1–2 years call center experience and fluent English.