Customer Service Agent
Mississauga, Ontario
Reports to: Supervisor – Customer Interaction Center (CIC)
Summary: The Customer Service Agent oversees important and strategic accounts in the Contact Center. This includes answering all inquiries about products and services, accurately processing orders and quotations and resolving complaints and returns in a timely fashion.
Location: Mississauga Head Office
Responsibilities:
Responsible for answering a high volume of inbound and outbound calls
Maintains professional interactions when communicating with customers
Manages the ordering process by coordinating and communicating expected delivery times and handling shipment-related inquiries
Acts as the first point of contact for escalated customer complaints related to lost shipments, backorders and investigations
Offers product solutions in response to individual customer needs
Supports existing and potential customers as well as Festo sales staff and Festo sales partners
Provides Festo website and catalogue navigation for products and services
Partners with internal departments to investigate and resolve customer issues
Audits customer orders for completeness and accuracy related to Festo processes
Completes all necessary follow-up and administrative tasks required
Participates in special projects and other duties, as required
Process orders, quotes and inquiries via email and portal websites from customers and reps
Minimum Requirements:
Post-secondary education in a technical-related field is strongly preferred
A minimum one or two (1-2) years of customer service experience in an office or call-centre environment
Bilingualism in French and English is required
Excellent interpersonal skills - must have the ability to communicate with diplomacy and interact with customers in a professional and positive manner
Highly attentive to detail and fact-finding as to ensure accuracy of reporting
Extremely well organized and resourceful with the ability to prioritize urgent tasks
Ability to interpret customers issues to produce quick, effective results
Resolves customer queries with a sense of urgency using a collaborative and customer-focused approach
Intermediate skill level in Microsoft Word, Excel, and Outlook
Ability to work independently with minimal supervision
Possesses a positive, team player attitude
Hands-on experience with SAP is considered an asset
Required to work varying shifts including evenings and statutory holidays when requested Hours may be modified to reflect the changing demands of the business.
This is a summary of the position profile only, and is intended to summarize the position requirements.
FESTO INC. IS COMMITTED TO ENSURING EQUAL EMPLOYMENT OPPORTUNITY. ALL EMPLOYMENT DECISIONS, POLICIES AND PRACTICES ARE IN ACCORDANCE WITH APPLICABLE FEDERAL AND PROVINCIAL EMPLOYMENT LAWS.
