Customer Service Representative

Customer Service Representative

Pointe Claire, QC

Founded in 1991, the Mircom Group of Companies is North America’s largest independent designer, manufacturer and distributor of intelligent building and life safety solutions. Reaching customers in over 100 countries worldwide, our portfolio includes: fire detection & alarm, communications & security, mass notification, nurse call, and building automation & smart technologies.

Mircom’s mission is to save lives and protect property by providing a line-up of innovative and advanced solutions which are scalable to satisfy diverse user demands, from small buildings to the largest complexes. Our unwavering commitment to North American manufacturing enables us to offer the highest quality and best competitive value across our vast range of products and solutions.

Summary:

The Customer Service Representative will interact with Mircom’s customers to address inquiries regarding products and services, while maintaining the highest level of customer satisfaction. This is a full-time permanent role based out of our facility in Pointe Claire, QC.

Key Responsibilities:

• Handle incoming customer requests professionally, ensuring prompt and thorough issue resolution while providing quality service and support in various areas including billing, print orders, and basic technical support.
• Efficiently gather customer information, fulfill their needs, educate when applicable to prevent future contacts, and document interactions through contact tracking.
• Maintain a balance between company policy and customer benefit in decision making, ensuring issues are handled in the best interest of both parties.
• Continuously seek process improvements to enhance the customer experience.
• Compile and generate reports related to customer service.
• Serve as a knowledgeable resource for customers, providing detailed information about our products and services, and facilitating account openings with ease.
• Act as the company's ambassador, advocating for customer needs and collaborating closely with the Customer Care Manager to ensure consistent service excellence.
• Provide customer assistance with Stock checks and product support.
• Review and release orders from the logistics queue when required.
• Engage in continuous professional development through ongoing product and customer service training, and embrace any additional responsibilities as directed by management.
• Ensure work is performed in compliance with ISO 9001 quality standards and compliance procedures.

Requirements and Skills:

• Ability to work from Monday to Friday in office located in Pointe Claire from 8:00am to 4:30pm with occasional overtime.
• Must be fluent in English and French.
• 2+ years of experience in a customer service or help desk capacity.
• Post-secondary education preferred.
• Strong commitment to customer satisfaction, demonstrated through a passion for excellence in customer care.
• Ability to communicate clearly and professionally, both verbally and in writing.
• Has a pleasant, patient and friendly attitude.
• Ability to handle complaints, difficult customers, and make sound decisions.
• Excellent organizational, problem-solving, time management, and attention to detail.
• Strong work ethic, team player mentality, and accountability to customers and colleagues.
• Experience in the fire protection, communications and/or security industry would be an asset.
• Microsoft Dynamics AX experience is an asset.

What Mircom Offers:

• A great working environment
• Competitive salary
• Group insurance benefits
• Company RRSP program

We would like to thank all applicants for their interest in this position however only those selected for interviews will be contacted.

Mircom Group of Companies is an equal opportunity employer that considers all applicants regardless of cultural background, religion, marital status, sexual orientation, family status, disability or any other grounds as outlined in the Ontario Human Rights Code. In compliance with the Accessibility for Ontarians with Disabilities Act, Mircom is committed to providing a welcoming and inclusive work environment for all individuals with disabilities in a respectful and dignified manner. Accommodations will be made available, upon request, to applicants who have specialized needs throughout the recruitment process.

Disclaimer: Mircom does not accept resumes from employment placement agencies, head-hunters or recruitment suppliers that are not in a formal contractual arrangement with us. Our recruitment supplier arrangements are restricted to specific hiring needs and do not include this or other job postings. Any resume or other information received from a supplier not approved in advance by Mircom to provide resumes to this posting or website will be considered unsolicited