Customer Service Representative
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Customer Service Representative

Job Description

Représentant du service à la clientèle

Ils soutiennent tous les employés internes, des employés des magasins, de la maintenance, de la sécurité et de l'entrepôt. Ils ouvrent des tickets à chaque appel et font remonter les tickets aux techniciens.


Rôles et responsabilités:

  • Le centre d'appels reçoit 400 appels et 200 courriels par jour (50 appels / courriels par agent). Leurs appels durent environ 5 minutes chacun.
  • Les appels sont 70% anglais et 30% français et les courriels sont plus 50 anglais / 50 français.
  • 80% de leur rôle consiste à répondre aux appels des employés des magasins; ex: s'ils ont des problèmes avec l'argent liquide ou tout ce qui est branché sur les murs.
  • 30% de leurs appels sont des appels entrants provenant des agents de maintenance, de sécurité ou d'entrepôt qui ont besoin d'assistance avec: pistolet de numérisation, logiciel SAP. Etc.
  • Les agents doivent décrocher le téléphone dans les 10 secondes après chaque appel entrant
  • Chaque personne à qui ils parlent au téléphone leur ouvrira un ticket.
  • Ils feront également des appels de suivi à destination des magasins et des employés d'entrepôt sur leur billet.
  • Ils feront également des appels d'inventaire et des appels de courtoisie aux magasins mentionnés que le technicien est en route.

Exigences:

  • 1+ années d'expérience en service à la clientèle au téléphone ou en personne
  • Besoin d'être bilingue - verbal et écrit
  • diplôme d'études secondaires
  • Expert en technologie, capable de travailler avec différents écrans

Atout:

  • Quelqu'un qui a travaillé dans le commerce de détail ou l'expédition
  • A de l'expérience avec les appels de haut niveau

Compétences générales:

  • Rapide sur leurs pieds
  • Portez une conversation, bon communicateur.
  • Ils doivent être capables d'expliquer les étapes de base, rien de trop technique
  • Enthousiaste

Heures de bureau: du lundi au dimanche de 6h00 à 22h00.
Le quart de travail, sont entre 6h00 et 14h00 ou entre 14h00 et 22h00.
** Les candidats doivent être ouverts à travailler les deux jours le week-end. **

Customer Service Representative

They are supporting all internal employees from stores, maintenance, security and warehouse workers. They are opening tickets on each call and escalating tickets to technicians.


Roles and responsibilities:

  • The call center receives 400 calls and 200 emails per day, (50 calls/emails per agents). Their calls are around 5 minutes each.
  • The calls are 70% English and 30 % French and emails are more 50 English / 50 French.
  • 80% of their role is answering in bound calls from stores employees; ex: If they are having issues with the cash, or anything that is plugged into the walls.
  • 30% of their calls are inbound calls from the maintenance, security or warehouse workers who need support with: scanning gun, SAP software. Etc.
  • The agents need to pick up the phone within 10 seconds of each calling coming in
  • Each person they speak to on the phone they will open a ticket for them.
  • They will also be doing out bound follow up calls with stores and warehouse workers on their ticket.
  • They will also be doing inventory calls and courtesy calls to stores mentioned that the technician is on their way.

Additional Skills & Qualifications:
Must Haves:

  • 1+ years of customer service experience either on the phone or in person
  • Need to be bilingual - Verbal and written
  • Need high school diploma
  • Tech savvy, able to work with different screens
  • Asset:
  • Someone who has worked in retail or dispatching
  • Has experience dealing with high level calls

Soft skills:

  • Quick on their feet
  • Carry a conversation, good communicator.
  • They need to be able to explain basic steps, nothing too technical
  • Enthusiastic

Office hours: Monday to Sunday from 6:00 am to 10:00 pm.
Shift they will most probably work is either 6:00 am-2:00 pm or 2:00-10:00 pm.
** Candidates need to be open to working both days on the weekend. **



The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

If you would like to request a reasonable accommodation, such as the modification or adjustment of the job application process or interviewing process due to a disability, please call 888-237-6835 or email accommodation@aerotek .com for other accommodation options. However, if you have questions about this position, please contact the Recruiter located at the bottom of the job posting. The Recruiter is the sole point of contact for questions about this position.

Job Snapshot

Base Pay 15.00 CAD /Hour
Employment Type Full-Time
Job Type Customer Service, Retail
Education Not Specified
Experience Not Specified
Manages Others Not Specified
Industry Other Great Industries
Required Travel Not Specified
Job ID 7078141
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Customer Service Representative


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