Customer Assistance Representative, Bilingual French/English

🕒 September 3

🇨🇦 Canada – Remote

💵 $26 - $30 / hour

⏰ Full Time

🟢 Junior

💬 Bilingual

🚫👨‍🎓 No degree required

👻 Ghost score 0%

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Mazda Canada Inc

WebsiteLinkedInAll Job Openings

51 - 200 employees

🚘 Automotive

👥 B2C

Automotive • B2C

Mazda Canada Inc. is the Canadian subsidiary and national retail/distribution arm for Mazda Motor Corporation, responsible for marketing, selling and supporting Mazda vehicles in Canada. The company operates a dealer network and a customer-facing website that provides vehicle model information, build-and-price/configuration tools, dealer locators, certified pre-owned programs, financing and leasing offers, warranties, connected services (MyMazda/Mazda Connected Services), and owner support. Mazda Canada markets a broad model lineup including crossovers, SUVs, sedans, convertibles and electrified vehicles (mild-hybrid, hybrid, plug-in hybrid), emphasizes safety technology, design philosophy and after-sales services, and runs promotional and sustainability/CSR initiatives in the Canadian market.

📋 Description

• Serve as the first point of contact for current and potential customers and external parties • Obtain customer information and data • Answer general customer inquiries within contact center operations and quality standards • Determine customer needs and concerns through questioning and active listening • Review customer files and provide mediation based on MCI policies and procedures • Generate customer letters and emails • Follow up with customers by letter, email, and telephone • Evaluate escalation needs and review with the Customer Assistance Supervisor • Administer requests for personal information changes • Maintain current knowledge of policies, procedures, MCI product information, and online resource tools • Fulfill requests by contacting departments, dealers, field representatives, and other third parties • Handle product, service, repair, marketing, vehicle sales, and related inquiries • Place outbound calls for marketing program initiatives • Participate in focus groups and special assignments

🎯 Requirements

• 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) • 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

🏖️ Benefits

• Flexible remote work arrangement in Canada • Reasonable accommodations throughout the hiring process • Equal opportunity employer • Employer partner with the Canadian Center for Diversity and Inclusion, Diversio, Empowering Auto Conference, and Equitek Employment Solutions • Charity partnerships with Indspire and Pathways to Education • Recognition as one of Canada's Top 100 Employers and Top 100 Greater Toronto Area Employers