DESCRIPTION

• Responsabilités principales
  
  · Analyser les besoins du client et solutionner les problématiques liées aux garanties ou au service en collaboration avec les succursales et les centres de réparations de Bureau en gros.
  · Offrir un haut niveau de service à la clientèle et traiter tous les appels avec professionnalisme, selon les politiques et procédures de la compagnie.
  · Répondre rapidement aux demandes des clients internes et externes tout en assurant un suivi rigoureux.
  · Assurer la mise à jour des dossiers.
  
  Critères généraux
  
  ·Diplôme d’études secondaires
  ·Bilingue (Français et Anglais)
  ·1 an d’expérience dans un centre d’appels.
  ·Excellente dactylographie.
  ·Excellentes aptitudes informatiques, y compris MS Word, Excel et Power Point et avec le système AS400
  
  Primary Responsibilities
  
  Will qualify and open cases for customers with extended warranties
  Required to accept and resolve customer complaints using escalation procedures in situations as required, updating cases with clear information as soon as an issue arises
  Liaison with tech depots, stores and 3rd party repair centres to ensure complete customer satisfaction
  Maintain a high level of personal standards and conduct, in accordance with company policies and procedures
  Required to accept and resolve customer complaints using escalation procedures in situations as required, updating cases with clear information as soon as an issue arises
  Fully understand all extended warranty programs, meeting the needs of our customers by utilizing the tools in place to provide service including AS/400 systems, Microsoft Office, and extended warranty processes and procedures
  Uses in-depth product knowledge to qualify our external customers to determine if the issue is hardware, software or end-user related
  Prepares detailed cases, determining if the case can be serviced internally or externally
  Provides customers with a case number and forwards them to an appropriate service centre
  ·Responds quickly to internal/external customer requests and demonstrates excellent follow up
  Provides speedy and thorough solutions to internal/external customer issues and problems, within a specified timeframe
  Troubleshoots and either assists in resolving or resolves, service issues
  Works closely with the other Representatives, the Claims Team, ESP Contact Centre Management, Stores and/or Depots to resolve customer issues
  Provides service status information to internal and external customers
  Tracks all phone calls by updating the appropriate case to ensure all history of the claim is recorded
  Other duties as required by management
  Current hours of operation 8 AM to 8 PM, 7 days a week
  ·Ability to work from home
  Staples provides use of computer and monitor, you must provide broadband internet access
  Prior to working from home, Associates must complete a 3 to 4 months of service in our Laval, PQ Contact Centre
  
  Basic Qualifications
  
  Successful completion of high school diploma
  Bilingual (French and English a must)
  1 year Contact Centre experience an asset
  Proficient typing skills
  Excellent computer skills including MS Word, Excel, and Power Point, Outlook, ESP AS/400 software

Company description

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