Bilingual Customer Relations Representative EN/FR (Ongoing need)

Location: Richmond Hill, Ontario, Canada
Date Posted: 09-15-2017
Bilingual Customer Relations Representative EN/FR (Ongoing need)

Mazda is a unique brand known for defying convention and stands out in the Canadian automotive landscape through its widely recognized brand promise of Zoom-Zoom.  Mazda in Canada seeks to enrich the lives of our customers through providing highly differentiated experiences and is currently launching our exciting new lineup of products featuring its award-winning KODO design and SKYACTIV TECHNOLOGY.
Working with the Customer Relations Centre, this position provides first point of contact with current and potential customers and external parties to meet and satisfy general inquiries.  The Customer Relations Representative has the following areas of responsibility: obtain customer information and data, answers general customer inquiries, inputs consumer data and files information into defined databases, contacts other departments and dealerships, and performs outbound follow up calls. 
Essential Duties include (but are not limited to):                                                                                               
  • Respond to customer inquiries within contact center quality standards
  • Determine customer needs and marketing information through questioning and active listening
  • Review individual customer file,  providing mediation based on MCI policies and procedures
  • Generate letters and emails to customers
  • Follow up with  customers as required
  • Evaluating the need to escalate customer calls and reviewing with Supervisor, Customer Relations, the need for assistance / resolution / handoff
  • 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 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):
  • Bilingual
  • High School (OSSD)
  • Minimum 1-2 years previous Customer Relations experience
  • Knowledge of Windows based computer applications
  • Typing and keyboard proficient
  • Strong verbal and written communication skills
  • Demonstrated capability to focus on customer’s needs (internal and external)
  • Ability to work within a team 
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.
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