Customer Experience Agent assisting customers across Europe with their inquiries on vintage items sales. This role manages high volumes of customer communication and resolves complaints empathetically.
About the role
- Customer Service Technical Representative working at Tornatech's Laval plant. Assisting American customers with technical queries and after-sales service issues in a dynamic environment.
Responsibilities
- Assess customer needs and recommend appropriate products;
- Communicate with suppliers as required to obtain pricing and delivery time on components;
- Refer to price lists to bid on controllers and/or parts;
- Assist customers in resolving after-sales service issues and provide ongoing support;
- Answer customer technical questions and provide technical information (drawings, manuals, dimensions) regarding controllers and their installation;
- Consult with engineering on the feasibility of specific customer orders, special parts, etc.;
- Recommend spare parts or modifications required for products that are no longer under warranty;
- Answer customer questions about product technicalities and prices;
- Regularly follow up with customers on the effectiveness of suggested troubleshooting methods, warranty issues, components, replacements, modifications, etc.;
- Coordinate customer payment/credit for service engineer, spare part, addition or modification to controller, all in accordance with warranty terms;
- Communicate regularly with the various departments of the company to obtain the required information or support;
- Perform any other tasks that may be required by your superiors.
Requirements
- Ability to serve a predominantly English-speaking clientele
- College diploma in Electromechanical, Electronic or Electrical, or Automation and Controls, or equivalent required
- At least 2 years' relevant experience in a technical role
- Good knowledge of the Microsoft 365 suite
- Good interpersonal skills
- Ability to work with minimal supervision
- Be professional
- Ability to express ideas clearly both orally and in writing
- Be meticulous and organized
- Have a sense of urgency and ability to meet deadlines
- Good judgment and problem-solving skills
- Be independent and reliable
- Customer service experience is an asset
- Knowledge of an ERP system is an asset
Benefits
- Flexible work schedule (day shift)
- Possibility of working in the office and/or teleworking (the team is mostly teleworking)
- New plant since 2018; modern and bright
- Group insurance and RRSPs with employer participation after 3 months
- Employee assistance program and telemedicine
- Paid vacation during the holiday season
- Very active social committee (go-kart, BBQ, corn maze, bowling, draws, gifts and more)
- Micromarket service with quality products and free coffee
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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