What You’ll Do

1. Description of full line of the Client’s products and their features and usage.
2. Answering all Client’s products catalog questions.
3. Description of the Client’s product features, suggested retail prices when appropriate.
4. Indication of Client’s dealer within area of consumer's location, when appropriate.
5. Information on Client promotions, advertising campaigns, direct marketing and pricing.
6. Referral to dedicated Client web sites for further information.
7. Register and maintain name/address and other social demographic data of consumer.
8. Handling fulfillment of pre sales documentation or promotional offers (execution to be
completed by third-party).
9. Referral/connect to other Client department or other contact center (i.e. online store team, Personal Health Solutions, and licensees.
10. Answering frequently asked questions.

After-sales Activities

1. Register purchased product and user name/address plus other social demographic data of
Consumer.
2. Technical installation and usage help and frequently asked questions.
3. Troubleshooting, front-end filtering, initial diagnosis via visual assistance and remote fixing when applicable.
4. Initiate repair and/or exchange of products in case remote fixing fails (Return Material Authorization (RMA) and Swap stock handling)
5. Entitlement verification and execution process troubleshooting before initiating product
repair/and or exchange.
6. Track & Trace support for contact center-initiated network activities.
7. Product Warranty coverage explanations.
8. Assistance with product Warranty fulfillment, i.e. information on where to find repair

Requirements

• C1 level in English language. (For EN required roles) 
• C1 Level in Canadian French language and C1 level in English (For FR required roles)) 
• Excellent verbal and written communication skills with a keen eye for detail. 
• Proficiency or interest in using home electronics particularly cooking, and coffee making equipment. 
• Empathy and patience in dealing with customer inquiries and concerns.  
• Ability to troubleshoot technical issues and provide step-by-step guidance. 
• Customer-centric approach and a genuine desire to assist users effectively. 
• Quick learner who can adapt to changing product and user features. 
• Collaboration skills to work with teams across different departments. 
• Prior experience in customer service, preferably with a focus on technical support. 
• Previous work in a fast-paced environment with a high volume of customer interactions. 
• Relevant certifications or training in customer service, technical support,
• You'reat least 18 years of ageYou have a High School Diploma or EquivalentYou must beliving within 45 minutes (commuting distance) and able to work in Waterloo, Ontario Office.