Work Arrangement: / Flexible Location
Duties 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 (Experience, Knowledge \& Skills Required)
- 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
- Typing and keyboard proficient
- 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
- Strong time management, problem solving, and decision making skills
- Strong conflict resolution, negotiation, and objection handling skills
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 a proud recipient of the Top 100 Greater Toronto Area Employers for 10 years consecutively. Thank you for your interest in this position!
