Service Center Staff

Roles and responsibilities

As a Service Center Staff for IIQAF, you will play a crucial role in providing exceptional customer service to our clients. The primary responsibility of this role is to handle all inbound calls and inquiries from customers, guiding them with any questions or concerns they may have. You will also be responsible for ensuring that all customer concerns are resolved efficiently and effectively, while maintaining a professional and courteous demeanor.

Key Responsibilities

• Answering and handling all incoming calls from customers in a prompt and friendly manner
• Responding to customer inquiries and complaints, providing appropriate solutions and alternatives within the timelines set
• Maintaining a thorough knowledge of IIQAF's products and services and being able to effectively communicate this information to clients
• Escalating customer issues to the appropriate team member or department when necessary
• Updating customer accounts and records with relevant information and details accurately
• Proactively identifying and reporting any potential customer issues or trends to management
• Consistently meeting and exceeding customer service satisfaction goals
• Collaborating with team members and other departments to enhance overall customer experience and satisfaction

• Customer Service:

  • Greet customers warmly and assist with their inquiries or concerns.
  • Provide information about services, products, or repair processes.
  • Handle customer complaints and resolve issues professionally and promptly.

• Service Coordination:

  • Log service requests and create work orders.
  • Schedule and prioritize service appointments or repairs.
  • Coordinate with technicians or service providers to ensure timely delivery of services.

• Documentation and Record Keeping:

  • Maintain accurate records of customer interactions, service requests, and repairs.
  • Process paperwork related to warranties, insurance claims, or invoices.
  • Update customer profiles and service histories in the system.

• Cash Handling and Billing:

  • Process payments, issue receipts, and handle refunds or exchanges.
  • Generate and explain invoices to customers.

• Inventory Management:

  • Track and manage inventory levels of spare parts or service supplies.
  • Order and replenish stock as needed.

Desired candidate profile

• High school diploma or equivalent; post-secondary education is an asset
• Proven customer service experience with excellent communication and interpersonal skills
• Ability to effectively handle high call volumes while maintaining a positive attitude
• Strong problem-solving skills and the ability to think on your feet
• Attention to detail and accuracy in data entry and customer record management
• Proficiency using computer systems and related programs
• Ability to multi-task and manage time effectively in a fast-paced environment
• A positive attitude and a strong desire to provide exceptional customer service
• Flexible availability, including occasional evenings and weekends, as needed
  

Perks And Benefits

• Competitive salary and benefits package
• Opportunities for career advancement within the organization
• Dynamic and inclusive work environment
• Ongoing training and development opportunities
• Employee discounts and wellness programs