Honda Canada Bilingual Correspondence Specialist (1 year contract) in Markham, Ontario
SCOPE OF POSITION:
As a Customer Relations Bilingual Correspondence Representative you are responsible for providing exceptional customer service upon receipt of written correspondence to customers. As the first point of contact you must be knowledgeable of all Honda and Acura products. Be customer focus driven and have the ability to de-escalate challenging situations. Contribute to the overall success of the department, by achieving and maintaining departmental service levels.
PRINCIPAL FUNCTIONAL RESPONSIBILITIES
Respond to written inquires in both English & French on sales promotion, manufacture warranty, service plans, recalls, parts availability, products, etc.
Make business decisions to support the Honda, Acura and Motorcycle-Power Equipment brand to build loyalty and retention while maintaining the company’s best interest in mind.
Respond to customer and dealer concerns on sales, service, parts eta, claims process, vehicle delivery delay, shipping discrepancies, etc.
Work with internal departments (sales, marketing, service, warranty, etc.) to reach a resolution on customer concerns.
Follow up with customers within set department service levels and promised times to customers.
Interact and liaison with internal and external departments to resolve customer concerns.
Document all customer and dealer inquiries or concerns in a clear and concise manner.
Review requests for financial assistance and provide decisions on support to customers for a variety of reasons
Process customer reimbursements for recalls, warranty extension and goodwill (where applicable).
Work with minimal supervision within departmental defined procedure(s).
Adhere to posted schedules in Work Force Management system(s).
Work independently and as part of a team, with changing time constraints.
In addition to incoming mail correspondence, where possible, assist with incoming emails from customers and dealers.
Occasionally provide Honda’s position in writing when requested.
Participate in special projects and perform other duties as required.
POSITION PROFILE AND QUALIFICATIONS
Minimum High School Diploma or equivalent – College Diploma or University Degree preferred.
Minimum 2 (two) year customer service experience, preferably in the automotive industry.
Pleasant telephone manner; excellent written and verbal communication skills
Good PC skills, knowledge of (MS Office Suite, e.g. Word, Excel, Lotus Notes, etc.).
Strong analytical and good mechanical aptitude would be a definite asset.
Strong problem solving, decision making and negotiating skills.
Strong ability to work independently or as part of a team
Ability to handle challenging situations and show composure.
Ability to multi task, adapt to new information and procedures.
Good mechanical aptitude would be a definite asset.
Excellent interpersonal, verbal and written skills.
Fully bilingual in both written and oral English & French
Must be willing to work a variety of shifts Monday to Friday, between the hours of 8.00AM and 7.30 PM.
Honda Canada Inc. is committed to providing accommodation in its recruitment processes to applicants with disabilities, upon request. The accommodation provided will take into account the applicant’s accessibility needs. If you require accommodation at any time during the recruitment process or in order to successfully submit your application, please email Human Resources at firstname.lastname@example.org or call (905) 888-8110.
System ID: 2016-1547
Job Type (EN): Contract
Job Industry (Choose up to 3 industries) (EN): Automotive - Manufacturing and Parts, Automotive - Sales, Dealers and Service
Career Level (EN): Experienced