Job Summary
Customer Care Agent:
- Sales Service (product assistance, order processing, invoicing, payment, etc.)
- Entry and processing of orders received by phone, fax, sales representatives, via the Internet (order entry, data entry) and at the counter (POS)
- Respond to client requests and inquiries concerning shipping, production, and/or transport
- Processing, monitoring, and follow-ups of back-orders (BOs)
- Returns Management (RMA): Arrange for a refund, exchange or credit note for the returned goods
- Receive calls efficiently, quickly and professionally
- Actively promote new products and maintain product knowledge
- Provide information and technical advice to customers as well as the client care team
- Monitor and execute internal policies and procedures and communicate them to clients when necessary
- Order invoicing – ensuring that all prices and charges correlate to those indicated on the original order
- Provide information regarding accounts and/or claims (when necessary)
- Receive, resolve and follow up on customer complaints about products, services (when necessary)
- Follow-up on active RMA files and product repairs (weekly)
- Collaborate in the implementation of new marketing strategies (occasionally)
Secondary tasks:
- Assist the customer service supervisor in the development of ideas/strategies to improve departmental efficacy
- Communicate on any opportunity for improvement to supervisor
- Other related tasks to customer service
- Proactively identify new business opportunities and/or products
Job Type / Category
The employee must demonstrate excellent communication skills and a strong customer orientation. S/he is responsible for providing high quality, service-oriented, sales and customer support. The customer service clerk reports directly to the customer service supervisor.
Work schedule: Onsite - Monday through Friday from 9:00 to 17:00.
Required Education, Skills and Qualifications
- Perfectly bilingual
- Effective communication skills
- Strong analytic capabilities and problem resolution techniques
- Proven negotiation skills with an aptitude for closing sales
- Ability to solve problems and resourcefulness
- Can work under pressure
- Interpersonal skills and professionalism
- Have a positive attitude and active listening skills
- Service oriented attitude
- Ability to take initiative
- Appreciate teamwork
- Responsible and good organizational skills
- Experience in the field of electronics and / or customer service a plus
- Ability to multi-task
Company Profile
Since 1979, Techni+Contact Canada Ltd has been distributing audio/video equipment and accessories for the integration & custom installation market, while also serving retailers in consumer electronics. We distribute a wide range of in-house and sub-distributed product lines to be a one stop shop for all A/V needs. We pride ourselves on offering excellent customer service, which is timely, reliable and personalized.
Job Type: Full-time
Pay: $39,500.00 per year
Benefits:
- Casual dress
- On-site parking
- Paid time off
- Profit sharing
Application question(s):
- You have multiple urgent issues to resolve at the same time. How do you decide where to start?
- When you’re given a problem you’ve never seen before, what steps do you take to solve it?
Experience:
- Customer service: 2 years (required)
Language:
- English (required)
- French (required)
