Customer Assistance Representative, Bilingual French/English

Job Description:

  • Serve as the first point of contact for current and potential customers and external parties
  • Obtain customer information and data
  • Answer general customer inquiries within contact center operations and quality standards
  • Determine customer needs and concerns through questioning and active listening
  • Review customer files and provide mediation based on MCI policies and procedures
  • Generate customer letters and emails
  • Follow up with customers by letter, email, and telephone
  • Evaluate escalation needs and review with the Customer Assistance Supervisor
  • Administer requests for personal information changes
  • Maintain current knowledge of policies, procedures, MCI product information, and online resource tools
  • Fulfill requests by contacting departments, dealers, field representatives, and other third parties
  • Handle product, service, repair, marketing, vehicle sales, and related inquiries
  • Place outbound calls for marketing program initiatives
  • Participate in focus groups and special assignments

Requirements:

  • 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)
  • 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

Benefits:

  • Flexible remote work arrangement in Canada
  • Reasonable accommodations throughout the hiring process
  • Equal opportunity employer
  • Employer partner with the Canadian Center for Diversity and Inclusion, Diversio, Empowering Auto Conference, and Equitek Employment Solutions
  • Charity partnerships with Indspire and Pathways to Education
  • Recognition as one of Canada's Top 100 Employers and Top 100 Greater Toronto Area Employers
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