Service & Repairs Call Centre Agent

Trail Appliances Ltd.; Delta; On-site; CAD 28,000 - 40,000; 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. in Delta, BC, is seeking a Call Centre Agent (service & repair) to handle incoming customer repair and service requests by phone and email, determine best action, document and track through to resolution, coordinating with technicians, suppliers, and internal departments.

The role requires 1–2 years call centre experience, strong communication, and time management. The position offers $25.50 per hour with extended health benefits, employee discounts, and development

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

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
• Creates 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 departmentsto help facilitate exchanges
• Continuous follow up on multiple service orders

Skills

Customer service

Communication

Time management

Multitasking

Problem solving

Detail oriented

Team player

Mandarin/Cantonese knowledge

English fluency

Tools

Microsoft Office: Excel

Microsoft Office: Outlook

Microsoft Office: Word

Job description

Trail Appliances Ltd. in Delta, BC, is seeking a Call Centre Agent (service & repair) to handle incoming customer repair and service requests by phone and email, determine best action, document and track through to resolution, coordinating with technicians, suppliers, and internal departments.

The role requires 1–2 years call centre experience, strong communication, and time management. The position offers $25.50 per hour with extended health benefits, employee discounts, and development