Description
Position, responsible for responding to customer inquiries, via chat, email or calls, providing product information, operating assistance, troubleshooting, sales information, repair status and addressing general customer issues.
- Demonstrates proficiency in operating assistance and troubleshooting products by utilizing available resources and tools
- Evaluate, research and escalate as appropriate for skill level
- Advance technical knowledge by studying products in labs and attending training classes
- Apply customer service skills and knowledge by recognizing the customer’s value to the company to bring resolution to issues in a timely manner
- Interface with servicers or dealers to resolve customer repair or service
- Partner with supervisor in addressing possible accommodations related to service and product complaints
- Process repair authorizations, secure payment information and forward to appropriate service location
- Build complete cases, documenting issues, resolution while managing cases in a timely manner
- Accurately process online orders for parts, accessories and secure proper payment
- Support customer request for pre\post sale\product, sales information and relay potential sales opportunities to Panasonic E-Comm
- Provide dealer and servicer location information
- Provide side by side support for new team members
- Exercise empowerment within guidelines when accommodating customers
Requirements:
- Advanced level of English and French
- Industry in consumer electronics strongly preferred
- Excellent written, oral and analytical skills
- Ability to work in a team based environment and deal with employees at all levels
- Ability to respond positively to customer emotions, stress and negative circumstances using skillful persuasion
- Ability to perform multiple tasks simultaneously i.e. handling multiple chat contacts
