Please note this is a 12-Month Contract The Customer Mediation Specialist is responsible for responding to customer inquiries, feedback and escalations that were received through the Inbound Customer Care representative team (Sykes). They are responsible for top tier customer service and providing Honda Canada’s position to complaints. Associates are also responsible for independent handling of financial assistance-based requests to retain customers. They must engage in conflict resolution with our customers and dealers. Associates are responsible for gathering key pieces of information and presenting to management in various business groups to gain consensus and direction. Please note this is a remote (work from home) position. PRINCIPAL FUNCTIONAL RESPONSIBILITIES: • Review customer cases escalated from Tier 1, DCG as well as internal and external stakeholders through the Salesforce case management system. They must coordinate with internal stakeholders to find consensus on position for potential brand damaging situations; • Handle incoming and outgoing calls; • Review case handling and direction with Mediation management or other stakeholders within the organization; must coordinate and lead meetings with various stakeholders to gain consensus; • The Customer Mediation Specialist must seek clarification and discuss customer concerns while providing a high level of professionalism, tact, and diplomacy. POSITION PROFILE AND QUALIFICATIONS: • College degree preferred; • 3 + years of contact center or customer service experience; • Bilingualism in French and English preferred; • Ability to work in a fast-paced environment; • Ability to multitask and pivot tasks based on business needs; • Strong customers service; • Professional communication skills; • Ability to de escalate customer contentions; • Crucial conversations training/experience is an asset. As this position aims to support clients and dealers nationwide, bilingualism is listed as a preferred qualification. The Power of Dreams is alive at Honda. Browse Jobs at Honda Canada, Honda Financial Services and Honda Trading Canada. Build a career with Honda. Introduce yourself to our recruiters and we'll get in touch if there's a role that seems like a good match. The best people produce the best products. That's why Honda is constantly on the lookout for bright, ambitious team players who have a strong commitment to improving society, the environment, as well as themselves. Honda has long been a company whose corporate culture centres around people who successfully work together to produce technologically advanced and environmentally conscious products. We believe that everyone involved in the process of buying, selling or producing a Honda product should have a positive experience. At Honda, respect for the individual is a fundamental belief and we recognize, respect and value individual differences in one another. We are committed to creating equal opportunity for all our Associates to grow in a diverse and inclusive work environment while driving continuous improvement with Passion, delivering Joy and Value to our Customers. We invite you to follow your own dreams and explore the career opportunities at Honda today.
