[Hiring] Customer Assistance Representative @Mazda Canada

Role Description

Working with the Customer Assistance Centre, this position provides first point of contact with current and potential customers and external parties to meet and satisfy general inquiries. The Customer Assistance Representative (Bil.) has the following areas of responsibility:

• Obtain customer information and data
• Answer general customer inquiries
• Review customer concerns with appropriate internal and external parties
• Input consumer data and file information into defined databases
• Contact other departments and dealerships
• Perform outbound follow-up calls

Essential Duties include (but are not limited to):

• Respond to customer inquiries within contact center operations and quality standards
• Determine customer needs and concerns through questioning and active listening
• Review individual customer files, providing mediation based on MCI policies and procedures
• Generate letters and emails to customers
• Follow up with customers as required through letters, emails, and telephone calls
• Evaluate the need to escalate customer inquiries and review with the Supervisor, Customer Assistance
• Administer customer requests for personal information changes
• Learn and stay current with policies and procedures, MCI product information, and online resource tools
• Fulfill requests through contact with appropriate departments or third parties such as dealers and field representatives to make decisions
• Handle Product/Service/Repair/Marketing/Vehicle Sales inquiries
• Place outbound calls as required to meet marketing program initiatives
• Participate in focus groups and special assignments as directed

Qualifications

• High School (OSSD)
• Post-secondary education is an asset
• Bilingual (ENG/FRE) is required
• Automotive and Contact Centre background an asset
• Minimum 1-2 years previous Customer Relations/Service Experience
• Knowledge of Microsoft office applications
• Strong verbal and written communication skills
• Demonstrated capability to focus on customer’s needs (internal and external)
• Be highly motivated with the ability to work independently and within a team environment
• Ability to work in a fast-paced environment
• Strong multi-tasking capabilities
• Strong time management, critical thinking, problem solving, and decision-making skills
• Strong conflict resolution, negotiation, and objection handling skills

Requirements

• This posting is for a new contract position at Mazda Canada
• Hiring Hourly Range for position: $26.00 - $30.00/hr CAD
• The hourly rate offered will consider the successful candidate’s experience, skills, and competencies, and will be set in a manner that supports fair and consistent internal equity practices
• Note that AI may be used in the initial stages of the recruitment process

Benefits

• Mazda Canada Inc. is an Equal Opportunity Employer and upon request by the applicant, accommodations will be provided in all parts of the hiring process
• Mazda Canada Inc. is an Employer Partner of the Canadian Center for Diversity and Inclusion, Diversio, Empowering Auto Conference, and Equitek Employment Solutions
• Our Charity Partners are Indspire and Pathways to Education
• Mazda Canada Inc. is proud to be a part of Canada's Top 100 Employers
• We have also been included in the Top 100 Greater Toronto Area Employers for 11 years consecutively