Warranty Call Centre Operator
November 18 2022
Industries
Retail
Categories Trades, Manual, Operator, Machinist
Richmond, BC • Part time
Not just a job…
a community
a partnership
a team
You’ll experience them all at London Drugs. As one of Canada’s fastest-growing and most successful retail chains, we know what it takes to build a satisfying career. We are seeking innovative, customer focused people to join our team! We currently have opportunities for:
Warranty Call Centre Operator
The primary function of this position is to receive and enter all London Drugs Warranty registrations, answer customer service calls for inquires and warranty claims, demonstrating a friendly and professional attitude at all times to provide the best customer service for both London Drugs and the Warranty Division of London Drugs.
Responsibilities include:
Responsibilities include:
- Assess and process warranty claims.
- Direct customers to repair depots, London Drugs stores and Manufactures as warranties dictate.
- Liaise between said depots, stores, manufacturers, customers and London Drugs Warranty Coordinator to resolve claims.
- Enter all data accurately and in a timely manner.
- Provide all records and/or reports as required.
- Respond to all inquiries courteously and professionally and/or resolve customer complaints, redirecting all incoming calls as needed.
- Satisfy customer complaints. If unable to satisfy – report to Project Coordinator, Warranty Division.
- Keep up to date with changes to repair depots and/or repair procedures.
- Assist Program Coordinator with special projects and/or any other tasks.
- Maintain the professional image of the Warranty Division and company.
- Ensure quality and service levels are maintained to Company standards.
- Maintain communication with the Project Coordinator on all issues; particularly those affecting customer services and the operation of the Warranty Division.
- Keep up to date with policies and procedures, any information relating to the Warranty Division.
- Attend all staff and management meetings as required.
- Will take necessary technical, product training as required.
SKILLS & ABILITIES:
- Good communication skills, both written and verbal.
- Professional telephone manner.
- Adapts easily to change.
- Strong analytical and strategic thinking skills.
- Ability to effectively problem solve as required.
- Exercise sound judgment and reasonable care when interacting with customers.
- Ability to exercise common sense; handle difficult calls in a firm, yet diplomatic manner.
- Ability to work independently, quickly and accurately under pressure.
- Highly organized and able to multitask effectively and work under changing priorities.
- Knowledge of retail operations relating to warranty procedures and customer relations is an asset.
EDUCATION & KNOWLEDGE:
- Knowledge of desktop PCs and Windows-based operating systems, Open RSA, PeopleSoft and CRM (ACCPAC, WDLD Insurance Database).
- Proficient with Word and Excel.
We offer advancement opportunities through our promote-from-within policies, and salaries commensurate with experience. We offer a comprehensive benefits program including:
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