Customer Service Representative - Call Centre

Customer Service Representative

The Canadian Tire team member works in a fast-paced environment that involves constant interaction with customers.

These positions requires delivering friendly and courteous service while processing customer purchases efficiently and correctly. This role involves the operation of a computerized cash register and computer.

This position requires the ability to hold firm with product policy. Sometimes this requires a strong emotional aspect that can be tested almost daily . Confrontation is a daily aspect of this position, although management is here to reinforce policy/ product warrantee and back you up, the customer service representative is the front line worker for most situations.

*Customer Service Specific Tasks:*

• Answering and directing phones call
• Returns and exchanges
• Warranty Questions
• Credit Card Applications
• General inquiries
• Hold Forms
• Credit card Payments
• Front area maintenance
• Back up cash / cashier aid

*General Responsibilities and Tasks:*

• Smiles, make eye contact, greets and thanks customers (by name where possible).
• Directs customer to the location of requested items.
• Suggests value-added and related products to customers to ensure they get home with all they need.
• Ends the discussion with the customer using a closing statement (e.g., ?Is there anything else I can do for you today?? ?Did you find everything you were looking for?? ?Thank you for shopping at Canadian Tire!?).
• Responds to and handles customer inquiries, requests and concerns in a timely manner, over the phone and in person.
• Handles multiple customers in an effective and efficient manner.
• Deals with challenging situations and conflict resolution in a professional manner.

Operations

• Operates cash register and all point of sales functions.
• Processes customer purchases efficiently, following standardized procedures.
• Accurately verifies merchandise quantities, descriptions and prices when processing customer purchases.
• Balances cash and is aware of amount of cash on hand.
• Maintains merchandise around the cash area and ensures that retail basics are executed efficiently (e.g., labels, facing, clean area, etc.).
• Takes returns to stock product in respective department.
• Reports stolen and damaged goods to Management.
• Alerts management to security problems.
• Alerts the respective department on any customer inquiry or concern.
• Shares opinions and ideas on how to improve store success.
• Participates in meetings and all training as required; listens to feedback to improve their own abilities.
• Complies with company, store and department policies.
• Abides by all health and safety programs and regulations. Reports any observed or potential hazards immediately.
• Uses professional language and maintains a professional appearance (e.g., uniform, hygiene, grooming and name tag) when interacting with others.
• Completes other tasks, as required.

Requirements

• Basic math and typing skills.
• Ability to work efficiently with computerized systems.
• Ability to work independently.
• Experience in a customer service role and/or with a Canadian Tire store is an asset.
• Ability to operate a cash register.
• Ability to identify Canadian currency from foreign currencies.
• Strong English, written and spoken.

*Required Skills and Abilities*

Successful candidates will demonstrate the following competencies:

• Strong orientation towards *customer service excellence*.
• *Highly approachable, customer-oriented* individual who thrives in offering exceptional service to customers.
• Strong belief in the Canadian Tire Values of *honesty, integrity, and respect*.
• Effective written and oral *communication skills* (probing, listening, etc.) and the ability to maintain *professional communication*, even in challenging situations.
• Ability to complete *detail-oriented retail tasks* according to instructions and to demonstrate *responsibility for outcomes*.
• Ability to work in a fast-paced *team environment* that pro