About the client: Our client in the Electronic Consumer Industry with a full range of electronics and appliances into the Canada market. This includes televisions, refrigerators, air-conditioners, dehumidifiers, beverage coolers, and freezers. It is looking for an Customer Support Specialist with effective and good attention to details.
Work schedule and location: 9am to 5:30pm Monday to Friday at the Mississauga office (work location-L5N 8C2) .
The annual salary is 50-51K CAD plus performance bonus and great group benefit plans, RRSP matching. ​

​Responsibilities  

• Execute Weekly happy calls after repair completion / Make call back to customers after repair completed to collect feedback (same as NPS questions indicated in the NPS report).
• Follow up with all assigned SROs on daily basis to prevent unnecessary trips for repair.
• Follow up with parts dept on pending orders or back orders.
• Monitor and answer social media (fb, instagram, twitter, reddit) service feedback
• Receive escalated cases from T2 (VOC, Repair status, parts availability...)
• Daily Handling of VOC the triage for all escalations including investigating and collecting evidence and POP
• Create RMA for escalated non-repairable cases reported by both CC and ASC
• Escalate Exchanges requests to ECR.
• Receive all technical inquiries from T2 and provide solution.
• Create Technical bulletin for call center.
• Ship FW to customers if required.
• Improved FCR by training and coaching front-line agents.
• Support with training of the Front line on new policies and procedures and all communications from Canada back office and provide training report.

Requirements​

• Associate’s or Bachelor’s degree preferred.
• Minimum 1 year of experience in customer service-related position in a service industry.
• Strong communication and problem-solving skills.
• Attention to details and ability to maintain accurate records.

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