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Majorel Canada, Inc., 619B Kumpf Drive, Waterloo, Ontario, Canada ? Virtual Req #588

December 10, 2020

Company Summary:

Majorel supports clients all over the world to successfully shape their customer relationships. More than 48,000 employees in 28 countries design and implement customized solutions for this purpose. We create amazing customer experiences that people value and we are proud of. By combining talent, data, and technology, we deliver real impact for our partners. Today's rapidly changing world is sometimes challenging for service delivery; But with our spirit of true entrepreneurship, adaptability and our drive to go further, we view it as an opportunity to innovate by getting the best from people and technology. We constantly strive for the best. We know that doing so is pursuing a moving target. It takes full commitment to go the extra mile. Mutual respect and trust is the hallmark of every successful business, and it's the same at Majorel. We know that challenges are met and ambitions achieved through teamwork: not only amongst our colleagues, but in partnership with our clients too.

Position Summary:

The Customer Service Representative 1 supports one of the world's leading companies in the construction equipment industry. You will be responsible to assist existing and prospective customers by determining their support need and facilitating contact with the correct team or department. You will provide customers with product and warranty information, first tier technical troubleshooting for portable consumer generator products, as well as onboarding assistance for potential Authorized Sales and Service Centers. Support channels include phone and email.

Overall Responsibilities:

  • Establish appropriate and professional rapport with customers, using discussions to strengthen brand awareness and create follow up opportunities
  • Respond to general questions and facilitate problem resolution
  • Provide information and direct inquiries appropriate for the identified customer needs
  • Troubleshoot basic technical/mechanical product issues
  • Accountable to provide complete resolutions to customers through process adherence, including internal/external client documentation
  • Recognize when to escalate complaints or scenarios falling outside the support boundaries through established process
  • Must be available to work any shift within the hours of operation
  • Provides support to customer via phone and email
  • Track all contacts within the specified systems
  • Educate customers about specific service and support benefits
  • Use of tools to perform job duties
  • Other duties as assigned

Job Requirements:

  • Basic small engine/generator technical/mechanical acumen
  • Must have working knowledge of generator function and parts
  • Must possess basic mechanical aptitude
  • Demonstrated ability to question logically and effectively to identify the root cause of a problem
  • Demonstrates self-assurance in communicating with customers and possess excellent rapport building skill
  • Must be fluent in written grammar and spelling and able to communicate in the business writing style in language(s) hired for
  • Must be fluent in professional verbal communication in language(s) hired for
  • Excellent written and verbal communication skills in the languages hired for
  • Understand and comply with all company and departmental rules and regulations, policies and procedures
  • Must have working knowledge of Microsoft software products; Excel, Word, Outlook, SharePoint
  • Must be capable of typing at 40 WPM as verified by a formal test
  • Must be a self-starter, organized, detail oriented and have ability to handle multiple tasks simultaneously
  • Strong knowledge and experience working with contact tracking and CRM systems
  • Must be flexible to work all shifts within the department's operating hours
  • Regular predictable attendance required
  • High school diploma or equivalent is required
  • Intermediate Windows based PC and software knowledge

Requirements for Work from Home Agents:

A separate room/office with a door that can be closed and locked during working hours is required. Guests, family members and others may not be present in the designated office area during working hours

Work conditions of the employee's residence (office area) are appropriate and safe and must meet the occupational safety and health standards for work from home employees

The designated office area should be reasonably soundproof so that you may work uninterrupted by noise

Monitors must be able to be positioned in such a way as to not face ground-level windows

Must have a hardwired high speed home internet connection (DSL, Cable, Fiber) providing a minimum of 15 Mbps download and 2 Mbps upload speeds as verified by a speed test. A wireless connection is not permitted

Designated office area must have a surge protected electrical outlet(s)

The Company believes that all persons are entitled to equal employment opportunity and to be free from discrimination in employment because of age, ancestry, colour, race, citizenship, ethnic origin, place of origin, creed, disability, family status, marital status, gender, gender identity, gender expression, record of offenses, sex (including pregnancy and breast feeding), and sexual orientation, political affiliation, union membership and any other status protected by law (?protected grounds?). Equal employment opportunity will be extended to all persons in all aspects of the employment relationship, including recruitment, hiring, upgrading, training, promotion, transfer, discipline, layoff, recall and termination.

Additionally, we respect the sincerely held religious beliefs and practices of all employees and will endeavor to make a reasonable accommodation if those sincerely held religious beliefs or practices conflict with an employee's job unless the accommodation would impose an undue hardship on the operation of our business. Any employee who would like to request an accommodation should contact the Human Resources Department

Any employees with questions or concerns about equal employment opportunities in the workplace are encouraged to bring these issues to the attention of the Human Resources Department. We will not allow any form of retaliation against individuals who raise issues of equal employment opportunity. To ensure our workplace is free of artificial barriers, violation of this policy will lead to disciplinary action, up to and including termination of employment for cause.

Other details

Job Family Operations Pay Type Hourly Employment Indicator Trainee Hiring Rate $15.40 Travel Required No Travel % 0 Telecommute % 100 Required Education High School Job Start Date January 18,

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