Job Description

Alphanumeric is hiring a Customer Service Returns Agent (Work from Home) - Based in Canada. The Returns Processing Agent will manage and administer transactional processes associated with the reverse distribution of operations to ensure compliance and accuracy of downstream reporting systems. This position will work directly with stakeholders and customers to validate return accuracy and resolve discrepancies while remaining within compliance guidelines and ensure customer service level expectations are achieved.
Please be aware we can only hire people already based in Canada with fully legal and valid documentation to work in Canada. Please apply with your CV in English.
This position must master verbal and written English skills because it reports to stakeholders, managers and clients outside of Quebec where the environment requires communication in English. Preference for people based in Eastern Time Zone or similar.
Conditions:

• Salary: 19.06 CA$ per hour
• Employment: Full-time permanent
• Working Hours: Monday to Friday in shifts between 8am - 6pm EST (40 hours/week)
• Type of Work: Fully remote from wherever you want in Canada with all the equipment provided
• Benefits: Medical, Dental, Life
• Mandatory to be based in Canada with valid documentation (PR or valid Work Permit + valid SIN)

Requirements:

• Post-secondary degree (Bachelor of Arts/Science (BA/BS) preferred)
• Minimum of 3 years in a customer service environment
• Strong Proficiency in Microsoft Office suite applications;
• Understanding web navigation and standard browser software (i.e. Internet Explorer and/or Firefox).
• Excellent interpersonal and telephone skills are required.
• Proven ability to manage multiple communication channels from customers seamlessly (E-mail, Chat, telephone)
• Strong Communication skills (written and verbal). Maintains high standards in all forms of communication, including email. Can prepare and present information for a diverse audience including customers, management, and outside vendors
• Excellent organizational skills with a demonstrated ability to manage multiple priorities
• Demonstrates great attention to detail and high degree of accuracy and quality
• Possesses strong analytical and critical-thinking skills
• Experience with understanding and adhering to compliance and regulatory requirements

Position Summary:

• Achieve customer satisfaction through front-line contact with client customers. Handle & respond to inbound customer calls within parameters set by customer service levels.
• Performing outbound calls concerning product returns and rebates.
• Maintain advanced organizational skills, a high level of self-motivation, ability to work independently/efficiently in a high-pressure environment, and a proven ability to manage multiple competing priorities through to completion.
• Maintain excellent interpersonal and telephone skills. Proven ability to forge strong relationships with customers. Work effectively and collaboratively with all team members and cross functional work streams.
• Possess strong communication skills including the ability to keep others informed, listen for understanding, effective presentation skills and concise writing ability.
• Develop and maintain an in?depth knowledge of client's product line, pricing structures, and the various Channel Operations strategies.
• Responsible for accurate and timely processing of all service center owned transactions including orders, claims, and returns to ensure compliance and cycle time goals are met. Responsible for timely escalation of issues/transactions outside of designated remit.
• Follow procedures as defined in Standard Operating Procedures in addition to proactively identify opportunities for process improvements

Skills Required