Responsibilities

• Order entry of all consumable and service parts in respective computer system
• Dispatching of field service technicians; computer dispatching of service technicians
• Assigns priority to calls for technicians; monitor technician boards and general clean-up of technician boards
• Assists in completing and closing calls via phone and paperwork
• Generates reports from field service system to identify technician results
• Liaises with Group Leader, Manager-Customer Operations, District Service Managers regarding problem calls
• Makes recommendations to improve process of technician dispatching and technical support
• Liaises with Customer Service in the US to offer complete and timely information to customers
• Initiates returns and credits
• Resolves all customer complaints and inquiries
• Prepares and provides daily, weekly, and monthly statistical information for reporting purposes utilizing various computer modules/ programs to ensure appropriate and accurate documentation and data report occurs
• Provides product information to customers
• Provides relief for Switchboard Operator activities as required, answering and processing all incoming telephone calls in a timely and courteous manner
• Performs other duties as assigned by Department/ Management Team

 Qualifications

• Excellent French and English verbal and written communication skills
• 1-2 years of Customer Service experience preferably within a call centre environment
• College diploma and/or equivalent combination of education and experience
• Proven dedication to providing optimum customer satisfaction
• Strong leadership, problem solving and troubleshooting skills
• Strong MS Word and Excel skills
• Excellent interpersonal, written, verbal, and analytical skills also required

• English [Advanced], French [Advanced]