Customer Service Agent

Main responsibilities:

Customer communication:

- Answer incoming calls from customers regarding their extended warranties;
- Explain warranty coverage, terms, and exclusions clearly and empathetically;
- Guide customers through the claims or service request process;
- Offer effective solutions to problems raised, while complying with internal procedures;
- Enter and update customer information in our management system;
- Collaborate with other departments (claims, technical support, sales) as needed.

Dispute management and negotiations:

- Manage disputes related to extended warranties, negotiate appropriate solutions with customers, insurers, or partners to resolve issues satisfactorily;
- Identify recurring issues or anomalies in extended warranty claims and propose solutions to improve the process.

Monitoring and updating knowledge:

- Stay informed about product developments, extended warranty terms, new legislation, and competitor practices;
- Perform other related tasks as required by the team and the organization.

Qualities needed to thrive in this role:

- A customer-oriented attitude with excellent listening skills;
- Patience, empathy, and good judgment;
- Comfort with computer tools and management systems (CRM);
- Excellent communication skills in French (and English, an asset depending on the position);
- Experience in a call center or customer service (an asset, but not required—we provide training!);
- Ability to handle a high volume of calls while remaining calm.

What we are looking for

- 2 to 3 years of experience in customer service;
- Knowledge of file management;
- Customer service skills and ability to quickly establish trust with customers;
- Ability to listen to customers and merchants to fully understand the issue;
- Good negotiation skills;
- Good oral communication skills and professionalism;
- Good technological skills;
- Bilingualism, both oral and written (communication in French is very important since our team is predominantly French-speaking, but communication in English is essential since we now serve a growing English-speaking clientele).

Send your resume via Auto-jobs.ca.

High School or College Diploma or equivalent (training in mechanics is an asset).