Job Description

Job Title: Customer Service Representative

Company: Reparex, a division of Sani-Sol

Location: 5330 Canotek Road, Ottawa ON K1J 9C4

Compensation: $18/hr

Position: FULL Time (35-40 hrs/week): Monday to Friday

About Reparex: Reparex is a leading division of Sani-Sol, dedicated to providing top-quality repair solutions for a wide range of consumer and industrial products. With a commitment to excellence and customer satisfaction, Reparex offers innovative repair services that extend the lifespan and functionality of various items, contributing to sustainability and cost-effectiveness.

Position Overview: As a Customer Service Representative at Reparex, you will play a pivotal role in delivering exceptional service to our valued customers. You will serve as the primary point of contact for inquiries, concerns, and feedback, ensuring prompt resolution and maintaining high levels of customer satisfaction. Your dedication to providing personalized assistance and fostering positive customer relationships will contribute to the success and growth of Reparex within the market.

Key Responsibilities:

Customer Support: Provide courteous and efficient assistance to customers via multiple communication channels, including phone, email, and live chat.
Issue Resolution: Address customer inquiries, concerns, and complaints in a timely and empathetic manner, striving for first-contact resolution whenever possible.
Product Knowledge: Develop a comprehensive understanding of Reparex repair services and products to effectively educate customers and offer appropriate solutions.
Order Management: Process orders, returns, and exchanges accurately and efficiently, ensuring adherence to company policies and procedures.
Technical Assistance: Collaborate with technical teams to troubleshoot and resolve complex issues, escalating cases when necessary to ensure prompt resolution.
Documentation: Maintain detailed and accurate records of customer interactions, transactions, and resolutions using the company's CRM system.
Customer Feedback: Proactively gather and analyze customer feedback to identify trends, areas for improvement, and opportunities to enhance the customer experience.
Cross-functional Collaboration: Liaise with cross-functional teams, including sales, operations, and quality assurance, to address customer needs and drive continuous improvement initiatives.
Training and Development: Stay updated on product updates, industry trends, and best practices through ongoing training and professional development opportunities.

Qualifications:

Previous experience in customer service, preferably in a technical or repair-related industry.
Excellent communication skills, both verbal and written, with a strong emphasis on active listening and empathy.
Problem-solving abilities and a proactive approach to addressing customer needs and concerns.
Proficiency in using CRM software and other customer service tools.
Ability to multitask and prioritize tasks in a fast-paced environment.
Strong attention to detail and accuracy in handling customer orders and information.
Flexibility to adapt to changing business needs and schedules, including occasional evening or weekend shifts.

Benefits:

Opportunities for career advancement and professional development.
A supportive and collaborative work environment.
Contribution to sustainability and environmental conservation through repair and reuse initiatives.

At Reparex, we believe in the power of exceptional customer service to build lasting relationships and drive business success. Join our team and be part of our mission to deliver innovative repair solutions that make a positive impact on our customers and the environment.

Job Type: Part-time

Pay: From $18.00 per hour

Expected hours: 35 – 40 per week

Benefits: