Top Benefits
About the role
- 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.
About Honda Canada Inc.
In 1969, when Honda came to Canada, we came as a small company with a dream. We began with motorcycles and power equipment and it took a lot of work to gain the confidence and trust of Canadians. But we worked hard and over time our products earned the respect of the marketplace. And so we grew. In 1986, we built a manufacturing facility in Alliston, Ontario. In 1998, we built a second plant at that same site, and in 2008, we completed the construction of a third facility, a $154-million engine plant. In May of 2010, Honda Canada moved into our new Gold Certified LEED® (Leadership in Energy and Environmental Design) Head Office in Markham, Ontario.
Today, we source nearly $2.1 billion in goods and services from Canadian-based suppliers each year, produce approximately 400,000 vehicles annually at our manufacturing facilities and we employ more than 19,000 Canadians in manufacturing, sales offices and dealerships across the country. Simply put, Honda is a remarkable Canadian success story that will celebrate it's 55th anniversary in 2024.
Thank you Canada.
Social media posting policy: https://www.honda.ca/en/social_posting_policy
Politique de Honda Canada Inc. sur les publications dans la communauté des médias sociaux: https://www.honda.ca/fr/politique_publications_medias_sociaux
Top Benefits
About the role
- 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.
About Honda Canada Inc.
In 1969, when Honda came to Canada, we came as a small company with a dream. We began with motorcycles and power equipment and it took a lot of work to gain the confidence and trust of Canadians. But we worked hard and over time our products earned the respect of the marketplace. And so we grew. In 1986, we built a manufacturing facility in Alliston, Ontario. In 1998, we built a second plant at that same site, and in 2008, we completed the construction of a third facility, a $154-million engine plant. In May of 2010, Honda Canada moved into our new Gold Certified LEED® (Leadership in Energy and Environmental Design) Head Office in Markham, Ontario.
Today, we source nearly $2.1 billion in goods and services from Canadian-based suppliers each year, produce approximately 400,000 vehicles annually at our manufacturing facilities and we employ more than 19,000 Canadians in manufacturing, sales offices and dealerships across the country. Simply put, Honda is a remarkable Canadian success story that will celebrate it's 55th anniversary in 2024.
Thank you Canada.
Social media posting policy: https://www.honda.ca/en/social_posting_policy
Politique de Honda Canada Inc. sur les publications dans la communauté des médias sociaux: https://www.honda.ca/fr/politique_publications_medias_sociaux