Bilingual (English/French) Customer Relations Specialists

  • Company:
    Honda Canada
  • Location:
  • Salary:
    negotiable / monthly
  • Job type:
    Full-Time
  • Posted:
    3 weeks ago
  • Category:
    Marketing

SCOPE OF POSITION:As a Customer Service Representative you are responsible for helping the department achieve service levels and providing excellent customer satisfaction in a fast pace call center environment. As the first point of contact you must be knowledgeable of Honda Auto, Honda MCPE, Acura and HFS/AFS products. PRINCIPAL FUNCTIONAL RESPONSIBILITIESEnsure adherence to Work Force ManagementAchieve departmental targeted KPI’s including but not limited to calls per hour, quality assurance and adherence metrics.Respond to customer and dealer inquires on address/owner changes or updates, sales promotions, manufacture warranties, service plans, after sale products, recalls, campaigns, parts availability, etc. Complete handling of all incoming calls (cases) that do not require financial assistance and can be resolved during that first call. Forward all request for assistance cases and escalations to the Customer Mediation team in a timely manner.Interact and liaison with internal and external departments to resolve customer concerns.Document all customer and dealer inquiries or concern (create cases) in a clear and concise manner in CICS and/or Salesforce.Handle transfer calls from Honda Canada Finance or Acura Financial servicesWork with minimal supervision within departmental defined procedure.Maintain service levels and adhere to departmental statistics.Work independently and as part of a team, with changing time constraints.Supporting Customer Mediation with case work and outbound calls when requiredParticipate in special projects and perform other duties as required.POSITION PROFILE AND QUALIFICATIONSBilingual preferred (team must be 75% bilingual)Minimum College Diploma or University DegreeMinimum 2 (two) year customer service experience, preferably in the automotive industryPleasant telephone manner; excellent written and verbal communication skillsGood PC skills, knowledge of (MS Office Suite, e.g. Word, Excel, Lotus Notes, etc.).Strong analytical and good mechanical/technical aptitude would be a definite asset.Strong problem solving, decision making and negotiating skills.Ability to handle challenging situations and show composure.Ability to multi task, adapt to new information and procedures.Must be willing to work a variety of shifts Monday to Friday, between the hours of 8.00 AM and 7:30 PM.RELATIONSHIP RESPONSIBILITIESDevelops and maintains good working relationships and all members of the team: team leads, supervisors, customer mediation specialists, CQC and admin associates.Develops and maintains good working relationships with other CH/HFS departments including Warranty, Techline, Parts, Customer Service (HFS), DCD, Inventory Control, Honda/Acura Sales Operations, MCPE, QE and the Zones.Develops and maintains good working relationships within Honda North America as well as all other internal and external stakeholders.Develop, establish and maintain good working relationship with Honda North America suppliers, partners, consultants, stakeholders and other network contacts.Enjoys team building approach of management and department – shares results.Demonstrate professionalism and integrity that represent the organization’s philosophy.Demonstrate accountability, responsibility and excellent work ethics.ENVIRONMENTAL FACTORSWorking ConditionsNormalShift workPhysical EffortNormalMental StressNormalSuccessful candidates will be required to complete a thirteen (13) day training program.There are2 contract roles andall are6 month contracts to start.Honda Canada Inc. is committed to providing accommodation in its recruitment processes to applicants with disabilities, upon request. The accommodation will take into account the applicant”s accessibility needs.If you require accommodation at any time during the recruitment process please email Human Resources at accessibility@honda.ca or call (905)888-4331.