The Customer Service Agent (Bilingual) at Canyon Bicycles Canada plays a pivotal role in delivering post-purchase customer service. They are the first point of contact for customers seeking assistance with bike functionality, spare parts needs, troubleshooting technical issues, and initiating and resolving warranty claims. The primary responsibility will be to ensure a smooth and positive customer experience, which directly supports customer confidence and brand reputation.
Please Note: Your application must be sent via email to [email protected]
Essential Job Functions
- Provide best-in-class customer service: Demonstrate a solid understanding of the Canyon business as well as soft skills that exhibit empathy and resolve.
- Develop and maintain expert-level Canyon product knowledge: Through rigorous training, initially provided by Canyon, but continuously improved upon through self-study of internal resources such as the website, internal tech bulletins, product briefs, bike launch presentations, and other internal documentation.
- Develop and maintain OEM product expertise: Through Canyon curated OEM training, which involves learning to navigate OEM service methods, learning troubleshooting protocols, and understanding warranty and service processes specific to the respective OEM.
- Effectively communicate with customers, internal team, and external partners: Manage multiple cases, complex issues across various products, and external forces that may be out of an agent’s control. Use tactical diligence to document, escalate, and collaborate to resolve cases skillfully.
- Demonstrate aptitude for internal operating systems: Understanding and working with key operations systems are essential in performing daily functions. Training will be provided, but developing proficiency in business technologies such as SAP, Salesforce, and SharePoint is required.
- Achieve critical KPI targets: An agent’s performance is managed against individual Customer Satisfaction Scores (CSAT), number of cases handled, contact rate, and following internal case handling protocols. Additionally, adhering to a manager-prescribed schedule is a required performance-related metric.
Minimum Education & Work Experience Requirements
· College Diploma or Equivalent
· Minimum 2-3 years of experience in customer service or retail
Preferred Knowledge, Skills, and Abilities:
· Experience using help desk software and remote support tools
· Knowledge and expertise in SAP, Salesforce, Outlook, and Microsoft Office
· Ability to multi-task and manage different communication platforms at any given time (chat, email, phone)
· Bilingual English/French – written/spoken
· Strong communication skills with the ability to deescalate difficult situations
· Performs well in a high-pressure, fast-paced environment
· Self-starter who takes initiative and is intrinsically driven to solve problems
· Ability to work a flexible hybrid in-office schedule and some weekends
