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Seasonal Bilingual Customer Service Representative - Cambridge, Canada - Glen Dimplex Americas

Glen Dimplex Americas

Verified Company

Cambridge, Canada

1 month ago

Posted by:

Sophia Lee

beBee Recruiter

Description

About Us

Focused on leading the transition to a sustainable future, Glen Dimplex Americas is enhancing the moments that matter in life with a commitment to delivering the best design and efficiency in the areas of temperature control and comfort creation.

With operation throughout North America the success of the Glen Dimplex Americas organization is a testament to the strength of our people and investment in innovation and technology.

Our portfolio of industry recognized brands includes Dimplex, Cadet and Faber.

Together these brands provide complete product offerings in the residential and commercial comfort categories, ranging from electric heaters, to fireplaces and controls.

Glen Dimplex Americas is a division of the Glen Dimplex Group - the world's largest manufacturer of electrical heating, which holds significant global market positions in domestic appliances, heating, cooling, ventilation, and renewable energy solutions.

Headquartered in Dublin, Ireland the Glen Dimplex Group privately owns over 40 brands with operations in 80 countries.

Our Values
We Think Customer - we aim to put our customers at the center of everything we do, taking time to understand their needs; creating solutions that meet and exceed their expectations, enhancing everyday moments
We Care About People - we recognize the power of a community with a common purpose; empathizing with others' point of view and acting with integrity to create a safe and healthy environment
We Value Innovation - we are building a better future day by day; developing innovations that will create quality, consumer-centric, sustainable solutions
We Keep it Simple - we make the complex simple by driving out inefficiencies; which enables us to be agile, responsive and to get the job done

The Opportunity

This role requires account management skills, a technical aptitude as well as very strong verbal and written French and English communication skills.

This role is a key contributor to the overall success and reputation of the customer service team.

As a CSR you will report to the Manager Consumer Services and work both at home and in the office.

In this role you will:

Respond to customer inquiries in a professional, accurate and timely fashion
Trouble shoot with the client to accurately determine the failure of their product and take the appropriate action required (ordering parts and service if entitled)
Be a self starter and able to determine which resources to access depending on the needs/issues communicated by the customer (e.g. product dimensions go to the website, troubleshooting use the troubleshooting guide, parts list go to service manual)
Organizing the RMA when a client needs to return their purchase
Attend product training sessions provided to learn about the products and accurately troubleshoot
Prioritize work and work accurately under pressure of deadlines with frequent interruptions
Work collaboratively and effectively with all members of the customer service team
Provide regular status updates to internal stakeholders
Provide backup to other customer service team members as required
Complete work in a timely and consistent manner
Ensure the Consumer service telephone queue is covered at all times during business hours
Listen and respond effectively to all internal and external customer inquiries
Follow up to evaluate customer satisfaction
Commit to exceeding customer expectations
Work the hours necessary to complete the assigned work
Other duties as assigned

What You Need

A technical aptitude is required
Strong communication and interpersonal skills
Experience working in a fastpaced environment
Ability to follow instructions commonly found in owner's manuals and service manuals and relay this information to the customer in easytofollow steps
Ability to troubleshoot product issues and lead the consumer through the logical steps to get to the bottom of the issue
Be regularly present and punctual
Be committed to doing the best job possible and keep commitments
French bilingualism

What We Offer