Bilingual Dealer Care Specialist - Markham, Canada - Honda Canada

Honda Canada

Verified Company

Markham, Canada

2 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Job Description
:
Please note this is a remote position

Dealer Care Specialists will use telephony systems to identify their activities throughout to day and will utilize Salesforce Service Cloud to manage cases, documents conversations and outcomes for future analysis if needed.

Agents are expected to meet daily KPI which will help the overall department reach dealer service level expectations.

RESPONSIBILITIES:

Reach expected KPI's for AHT, # of cases, Dealer satisfaction, case closure, telephony utilization, adherence, FCR (first call resolution) response time etc;
Work with Subject Matter Experts (SME) from other departments in order to resolve issues for specific one off situations that they can not answer first time (FCR);
Resolve any escalated issues or complaints as necessary from dealerships.

QUALIFICATIONS
Diploma in Business Administration or equivalent;

Minimum of 3 years experience contact center experience;
Service background, warranty background, or parts background preference.
Dealer or Field related experience is an asset;
Bilingual French and English;
Ability to multitask and quickly find information; ability to quickly adapt to changing situations and problem solve effectively;
Effective communication ability an asset; ability to listen/understand issue and find resolution quickly;
Service mindset.

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.

LI-Remote