Call Centre Agent (Service & Repair) - Delta (1026)

Job summary

Handle incoming customer service and repair requests by phone and email, determine the appropriate response, and coordinate appointments with technicians or third-party providers. Track service orders through completion, follow up on escalations and authorizations, and work with manufacturers and internal teams to resolve customer issues.

Job details

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! Our core values: Integrity – We do what’s right, even when no one is looking. Improvement – We do it well. Then we do it better. Caring – We put ourselves in others’ shoes. Authenticity – We like people, not pretense. Determination – We kick down walls. We have everything we need to inspire our customers. Except you. The Call Centre Agent 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. Compensation: $25.50 per hour \n As a Call Centre Agent (service & repair), you will 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 The experience we like to see 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 We hope you are passionate about... Creating great experiences for customers post-delivery Working in a fast-paced environment and prioritizing tasks Collaborating with internal departments and 3rd parties to coordinate the post delivery service experience Problem-solving and handling customer inquiries and concerns Providing a world class customer service experience Why join Trail: Extended Health Benefits Merit Performance Generous employee discounts Professional Development Programs Employee Recognition Program Company events \n $25.50 - $25.50 an hour \n Due to the volume of applications received, only those candidates considered for an interview will be contacted further. We inspire possibilities, make shopping ridiculously easy, and help create special moments at home. Are you ready to meet your team?

What you’ll do

Handle incoming customer service and repair requests by phone and email, determine the appropriate response, and coordinate appointments with technicians or third-party providers. Track service orders through completion, follow up on escalations and authorizations, and work with manufacturers and internal teams to resolve customer issues.

Requirements

The role seeks 1 to 2 years of call centre experience, a strong customer service focus, excellent communication, and the ability to de-escalate calls. Candidates should be organized, detail-oriented, analytical, proficient with Microsoft Office, able to manage deadlines and competing priorities, and fluent in written and spoken English; Mandarin or Cantonese is preferred.

Benefits

• Extended Health Benefits
• Merit Performance
• Employee Discounts
• Professional Development Programs
• Employee Recognition Program
• Company Events

Listed skills

• Customer service · Preferred
• Communication · Preferred
• Problem solving · Preferred
• Organization · Preferred
• Attention to detail · Preferred
• Microsoft Excel · Preferred
• Microsoft Outlook · Preferred
• Microsoft Word · Preferred
• Time management · Preferred
• Multitasking · Preferred
• Prioritization · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Customer Service
• Call Centre Experience
• Communication
• Call De-escalation
• Appointment Coordination
• Service Request Management
• Problem-Solving
• Analytical Skills
• Organization
• Attention to Detail
• Microsoft Excel
• Microsoft Outlook
• Microsoft Word
• Time Management
• Multitasking
• Prioritization
• Independent Thinking
• Sales Support
• Organizational Skills
• Cantonese Chinese
• Mandarin Chinese
• English Language
• Problem Solving
• Reverse Logistics
• Customer Inquiries
• Detail Oriented

Job areas

• Customer Service & Support
• Retail
• Logistics
• Call Centre Agent
• Call Center Representative
• Contact Centre Information Clerks
• Customer Service Representatives

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