Emplois

The Customer Service Representative (CSR) will provide support to customers and be the ambassador of an open and collaborative sales culture.

Duties and responsibilities:

• Process up to 250 incoming customer calls daily.
• Make outgoing calls, scripted or unscripted, to existing customers.
• Maintain a high level of call quality and quantity by adhering to our key performance indicators (KPIs).
• Provide solutions to customer problems and concerns in a professional and courteous manner.
• Maintain favourable relationships with the client in order to encourage him to renew his contract.
• Receive, process and verify the accuracy of customer orders.
• Take the necessary steps to respond to requests for changes to orders from customers.
• Receive inquiries from the organization's branches or regional offices and/or contact them to resolve various order-related issues.
• Recommend changes to existing methods and systems to increase the accuracy, efficiency and responsiveness of overall customer service.
• Actively ensure customer loyalty in the organization, including promoting to existing customers the benefits and RI of using our organization.
• Be comfortable with using multiple technology platforms to accomplish tasks
• Provide regular feedback on the appropriateness and effectiveness of customer service policies and procedures.
• Take prompt corrective action, if necessary, or propose alternative courses of action to remedy a problem.
• Ability to manage an evolving and changing business, including seasonal business fluctuations, technological advancements and product offerings.
• The commitment to excellence is demonstrated through participation in continuous development programs and training.

The experience that best prepares you:

• Post-secondary training in a trade-related field preferably
• 1 to 2 years of customer service experience preferably
• Experience in the field of tires or automotive preferably

Key competences:

• Strategic thinking: Demonstrates judgment in generating and evaluating alternative methods, as well as the ability to convert ideas into actions.
• Insightfulness and judgment: Maintain client and business confidentiality and take full responsibility for one's behavior, decisions and results. Conduct business in accordance with the company's Code of Conduct and Ethics.
• Problem solving and analytical thinking: identifying and communicating problems at the root and using judgment to solve them.
• Self-management: setting defined and realistic personal and professional goals, taking the initiative to achieve goals in an individual and team environment.
• Continuous learning: thinking outside the box to find solutions and innovate to address business challenges. Self-motivate to stay on top of market conditions and technology.
• Partnership and Teamwork: Engages in cross-functional activities and works collaboratively to identify and participate in the achievement of common goals and the creation of effective solutions. Communicate effectively with all teams and departments.
• Motivated individual with strong coaching and teaching skills
• Positive attitude and attention to detail
• Willingness to evolve and learn new ways to improve
• Able to earn the respect of colleagues through example, actions and thoughtfulness.
• Effective communicator
• Strong interpersonal skills
• Superior attitude to customer service
• Extremely reliable, diligent and hardworking
• Able to work in a rapidly changing environment
• Professional and eloquent
• Highly organized and able to multitask
• Detail-oriented
• Working knowledge and experience of Microsoft Office, including Excel and Access