Customer Assistance Representative - Bilingual FRE/ENG (12-Month Contract)

Job summary

The representative acts as the first point of contact for customers, handling inquiries, resolving concerns, and maintaining accurate consumer data. They also perform outbound follow-up calls and collaborate with internal departments and dealerships to ensure service excellence.

Job details

Work Arrangement: Canada Remote / Flexible #LI-Remote At Mazda, we love sharing the beautiful machines we craft with the world. But even more, we love building relationships with the people who help make it all possible. We are a team of passionate car fanatics with an incurable love affair with the road. We continually strive to challenge the status quo and make it our mission to put people, quality, and experiences before transactions. Ground-breaking technologies and our latest 7th generation products are just the tip of the iceberg. If you possess an unwavering commitment to delivering service excellence and a strong desire to shatter industry stereotypes, Mazda Canada is looking for you. Working with the Customer Assistance Centre, this position provides first point of contact with current and potential customers and external parties to meet and satisfy general inquiries. The Customer Assistance Representative (Bil.) has the following areas of responsibility: obtain customer information and data, answer general customer inquiries, review customer concerns with appropriate internal and external parties, input consumer data and file information into defined databases, contact other departments and dealerships, and perform outbound follow up calls. 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 * 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 * 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 This posting is for a new contract position at Mazda Canada. Hiring Hourly Range for position: $26.00 - $30.00/hr CAD. The hourly rate offered will consider the successful candidate’s experience, skills, and competencies, and will be set in a manner that supports fair and consistent internal equity practices. Note that AI may be used in the initial stages of the recruitment process. 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 proud to be a part of Canada's Top 100 Employers! We have also been included in the Top 100 Greater Toronto Area Employers for 11 years consecutively. Click here [https://www.mazda.ca/en/careers/] to learn more about us and be sure to check out our Mazda People Advantage Wheel! Thank you for your interest in this position!

What you’ll do

The representative acts as the first point of contact for customers, handling inquiries, resolving concerns, and maintaining accurate consumer data. They also perform outbound follow-up calls and collaborate with internal departments and dealerships to ensure service excellence.

Requirements

Candidates must be bilingual in English and French and possess 1-2 years of customer service experience. Strong communication, problem-solving, and multi-tasking skills are required, along with proficiency in Microsoft Office applications.

Listed skills

• Time management · Preferred
• Customer service · Preferred
• Problem solving · Preferred
• Negotiation · Preferred
• Communication · Preferred
• Multi-Tasking · Preferred
• Microsoft Office · Preferred
• Critical Thinking · Preferred
• Data entry · Preferred
• Relationship Building · Preferred
• Conflict Resolution · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Customer Service
• Bilingual
• Communication
• Problem Solving
• Conflict Resolution
• Negotiation
• Time Management
• Multi-tasking
• Critical Thinking
• Active Listening
• Microsoft Office
• Data Entry
• Outbound Calling
• Relationship Building
• Outbound Calls
• Contact Center Operations
• Self-Motivation
• Artificial Intelligence
• Multilingualism
• Customer Relationship Management
• Call Center Experience
• Decision Making
• Sales
• Focus Group
• Marketing
• Mediation
• Multitasking
• Customer Inquiries

Job areas

• Customer Service & Support
• Sales
• Administrative
• Customer Assistance Representative
• Call Center Representative
• Contact Centre Information Clerks
• Customer Service Representatives

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