Customer Service Agent

Employer

Swagelok

Languages

English

Education

• College, CEGEP or other non-university certificate or diploma from a program of 1 year to 2 years
• or equivalent experience

Work setting

Oil and gas industry

Tasks

• Answer inquiries and provide information to customers
• Arrange for billing for services
• Arrange for refunds and credits
• Explain the type and cost of services offered
• Issue receipts and other forms
• Maintain records and statistics
• Obtain and examine all relevant information to assess client feedback, enquiries and complaints in the delivery of meaningful information and services.
• Receive and log complaints
• Explain procedures, risks and benefits to clients
• Consult with clients after sale to provide ongoing support
• Troubleshoot and resolve technical problems
• Send invoices
• Obtain and process information required to provide customer service
• Monitor quality and production levels
• Ensure accuracy of financial transactions
• Contact clients and suppliers to resolve problems
• Conduct research to expand knowledge of the field
• Co-ordinate activities with other work units or departments
• Calculate billing charges
• Confer with clients to identify requirements
• Conduct sales transactions through Internet-based electronic commerce
• Document and prepare invoices and work orders
• Answer enquiries and resolve problems or discrepancies concerning customers' accounts
• Review budgets and financial reports for specific projects
• Prepare reports and statistics related to areas of responsibility
• Manage feed inventory activities
• Investigate complaints and claims
• Estimate or quote prices, credit or contract terms, trade-in allowances, warranties and delivery dates
• Determine product specifications

Computer and technology knowledge

• Enterprise resource planning (ERP) software
• MS Outlook
• SAP (FI/CO / HR / MM / OT SD)
• MS Office
• Spreadsheet
• Inventory control software
• Information management system
• Material requirements planning (MRP) system

Area of specialization

• Technical support
• Oil and gas exploration and production

Work conditions and physical capabilities

• Attention to detail
• Fast-paced environment
• Tight deadlines
• Work under pressure

Personal suitability

• Punctuality
• Client focus
• Efficient interpersonal skills
• Excellent oral communication
• Excellent written communication
• Flexibility
• Organized
• Reliability
• Team player
• Initiative
• Judgement
• Ability to multitask
• Dependability
• Honesty
• Quick learner

Screening questions

Are you authorized to work in Canada?

Experience

2 years to less than 3 years

Health benefits

• Dental plan
• Disability benefits
• Health care plan
• Vision care benefits

Financial benefits

Registered Retirement Savings Plan (RRSP)

Long term benefits

• Long-term care insurance
• Maternity and parental benefits

Other benefits

• Free parking available
• Other benefits
• Parking available