Bilingual Customer Experience Representative
Company:
Kia Canada Inc.
Location:
Mississauga, ON, CA, L5R 4J5
General Summary
The Bilingual Customer Experience Representative will operate as part of a multifunctional team providing first point of contact support to Kia consumers nationally. The successful candidate will be enthusiastic about the automotive industry and passionate about providing excellent customer service.
Essential Duties and Responsibilities
- Meets or exceeds customer service principles and standards, including prompt and efficient delivery of accurate and helpful information in a sensitive and efficient manner
- Demonstrate effective call/time management techniques/skills to ensure the department maintains a call abandon rate of less than 10% by responding to an appropriate number of customer calls placed through the toll-free number
- Respond to customer letters and emails within set standards
- Interfacing with field staff and dealers in order to resolve customer issues in a timely manner
- Update customer information and accurately document customer concerns in Seibel & Dealer Portal
- Demonstrated abilities to balance multiple priorities; researching and resolving multiple customer inquiries or concerns effectively and in a timely manner
- Work with the Customer Experience Team to provide consistency with regards to information requests, and to build on the Company’s repertoire of frequently asked questions
Skills/Knowledge/Experience/Education Requirement
- Must be fluently bilingual - excellent verbal and written skills in both English and French is an essential requirement
- Must be available to work a flexible work schedule from Monday to Friday (Standard business hours are 8:30 a.m. to 6:30 p.m., with agents scheduled for a continuous 7.5-hour shift within this period.)
- Demonstrated experience with conflict resolution, strong negotiating skills, managing difficult conversations and be comfortable delivering a difficult message
- Post-secondary degree or diploma in Business Administration, Communications, or a related field.
- Must possess 2 to 5 years work experience, specific to providing exceptional customer service in a customer centric business environment. Automotive industry experience is an asset
- Superior communication and interpersonal skills with a high level of integrity
- Demonstrate proactive approach and exercising personal accountability when problem-solving and the efficient use of resources with a strong customer service orientation
- Demonstrated ability to build and leverage business relationships to achieve goals
- Demonstrated enthusiastic, self-motivated and proactive approach to managing the various responsibilities of the role
- Excellent analytical, organizational and computer skills
- Technical aptitude and familiarity with general automotive technologies and services are considered an asset.
- Salary Range: $55,800 - $72,584
Why Kia?
- We operate as a lean and agile team, recognizing the value of each individual's contributions.
- Experience the excitement of a fast-paced and growing organization.
- Gain exposure and a deeper understanding of your function and the business.
- Benefit from employee development and educational offerings.
- Join a workplace that fosters a sense of belonging and family.
- Be a part of the team behind AJAC's Best Car of the Year award.
Perks and Benefits
- Subsidized on-site company catered lunches and a hot beverage program.
- Employer-paid company health benefits, spending allowance, and RRSP matching program.
- Flexible work schedules and summer hours.
- Vehicle programs.
- Employee development programs and tuition reimbursement.
- SMART Casual Dress code.
- Employee lease and car purchase discounts; Friends of Kia discounts.
- On-site gym, ping-pong, basketball, and badminton court.
- Other company-provided perks.
Kia Canada Inc. is an equal opportunity employer who provides an inclusive and accessible environment for everyone. As such, we will accommodate disabilities during the selection process and we will collaborate with you to meet your needs. We thank all candidates for their interest; however, only those selected for an interview will be contacted. No agencies or phone calls please.