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Bilingual-French/English CSR
| Location: | Etobicoke, Toronto, Ontario, Canada |
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| Job Type: | Permanent |
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| Posted: | 29th Jan 2009 |
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| Closing Date: | 26th Feb 2009 |
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| Posted By: | Spherion |
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| Details: | |
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Bilingual-French/English CSR
POSITION SUMMARY:
Under the direction of the Call Centre Supervisor, the Customer Service Associate is responsible for receiving calls from customers and technicians; dispatching the appropriate technician to a service call; entering free of charge & billable supply orders and completing service calls in BaaN (ERP system).
PRIMARY DUTIES AND RESPONSIBILITIES:
The following duties and responsibilities should be undertaken to ensure the highest level of both internal and external customer satisfaction.
Receives all incoming service calls and correctly obtains appropriate information from customers in a courteous and timely manner.
Develops and maintains positive relationships with external and internal customers.
Conducts and represents oneself in a professional manner to enhance the interests and reputation of company.
Communicates priority basis for service calls to technicians.
Adhere to company policies, core values and CEM Inbound Call Centre’s Quality Call Program.
Relays calls and other information to technical representatives by pager, telephone or message system.
Maintains the BAAN system by entering service requests, technical activity and call completion information.
Produces accurate billing information for invoicing purposes or charge calls, as assigned.
Check customers’ meter reading in the computer and, if necessary, contacts the customer for up-date readings or equipment status information.
Access customer files to ensure up-to-date information; re: contract expiry date, renewal dates, etc., and advise Administration accordingly.
Input and maintain current customer data in the computer (i.e., address changes etc.).
Contacts Accounts Receivable (A/R) personnel for authorization to service any overdue accounts.
Parts order entry as required to replenish car stocks for technicians.
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