Honda Canada Bilingual Customer Relations Specialist (2) in Markham, Ontario

SCOPE OF POSITION:

As a Bilingual Customer Relations Specialist Service Representative you are responsible for providing exceptional customer service to customers both internal and external in a fast pace call center environment. 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.

RESPONSIBILITIES

  • Respond to customer and dealer inquires on sales promotion, manufacture warranty, service plans, recalls, parts availability, etc.

  • Make business decisions to support the Honda, Acura and Motorcycle-Power Equipment brand to build loyalty and retention.

  • Respond to customer and dealer concerns on sales, service, parts eta, claims process, vehicle delivery delay, shipping discrepancies, etc.

  • Work with internal technical team, field staff, and dealer service department to obtain resolution on customer concerns.

  • Take ownership, follow-up with customers in a timely manner and provide appropriate resolution.

  • Review all customers request for assistance based on company perimeters and criteria.

  • Interact and liaison with internal and external departments to resolve customer concerns.

  • Document all customer and dealer inquiries or concern in a clear and concise manner.

  • Make decisions on providing monetary financial support to customers for a variety of reasons

  • Handle escalated transfer calls from Honda Canada Finance or Acura Financial services

  • Process customer reimbursement for recalls, warranty extension and goodwill.

  • Work 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.

  • Participate in special projects and perform other duties as required.

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.

  • 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.

  • Must be bilingual (English and French, both verbal and written).

  • Excellent interpersonal, verbal and written skills.

  • Must be willing to work a variety of shifts Monday to Friday, between the hours of 8.00AM and 7.30 PM.

These are one year contracts to start with the possibility of renewal.

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 ch_hr@ch.honda.com or call (905) 888-8110.

#LI-POST

System ID: 2016-1546

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