Customer Service Agent - permanent unionized position

City : Montréal

Province / State : Quebec

Job description :

Our client is a leading distributor and marketer of automotive parts, tools and equipment for the automotive aftermarket in Eastern Canada.

 It also offers its customers complete business solutions including a wide range of quality parts, innovative marketing programs, management systems and customized training programs.

Under the supervision of the Department Manager, the Customer Service Agent is responsible for answering incoming calls from our customers and processing their requests and orders in a timely manner. This position interacts with multiple departments to provide an outstanding customer experience.

Primary responsibilities for the position:

• Provide consistent and professional customer service, handling customer calls from start to finish in accordance with the employer's standards, policies and values
• Make calls and conduct various information searches (deadlines, follow-ups, contact with other departments)
• Provide impeccable support to customers (prices, various billing, general questions, improvement of customer satisfaction, service schedule or any other information);
• Interact with the customer to determine their equipment needs and conduct the necessary research to meet them;
• Research electronic catalog and part number update documents to identify parts or sources of replacement parts;
• Explain product warranty and return policy;
• Enter orders from various sources into systems;
• Perform various administrative tasks related to the customer service department (e.g. data entry, invoicing, replacement at the front desk, etc.);
• Handle OTRS requests from customers and resolve system generated tickets;
• Achieve and maintain all departmental KPI's at a satisfactory level of performance.

Skills and qualifications :

• Collaborative and team oriented;
• Be comfortable with computer systems: quick to learn different systems and software;
• Have a strong sense of customer service: listening, patience, politeness, empathy, speed of execution;
• Be an ambassador of the employer's corporate image to our internal and external clients;
• Ability to solve problems, have a sense of urgency;
• Ability to multi-task and have a strong level of autonomy;
• Ability to handle pressure.

• You have a high school diploma or equivalent experience;
• You have 2 years of relevant experience in customer service;
• Excellent oral and written bilingualism: French and English required;
• Proficiency in Microsoft Office suite.

Proposed benefits

• Permanent unionized position;
• Hourly rate: $20.07;
• Benefits according to the collective agreement;
• Work schedule from Monday to Friday from 8am to 5pm.
• Workplace: borough of Saint-Léonard. Accessible via public transportation
• Free parking on site

If you are ready to take on this leadership role, please contact Sandra Majchrzak at 514-288-1500 #508. You can also send your cover letter and resume to smajchrzak@exotalent.ca, indicating the job title in the subject line of your email.

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