Bilingual Customer Mediation Specialist

at  Honda Canada

Job Description:

QUALIFICATIONS:

• College degree preferred;
• 3 + years of contact center or customer service experience;
• Bilingualism in French and English;
• 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.
  Honda Canada Inc. is committed to providing accommodation in its recruitment processes to applicants with disabilities, upon request. The accommodation will take into account the applicant’s accessibility needs.
  If you require accommodation at any time during the recruitment process, please email Human Resources at accessibility@honda.ca or call (905) 888-4331

• 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.