Customer Assistance Representative, Bilingual French/English

This is a fully remote position, open to applicants in Canada.

📋 Description

• Act as the primary point of contact for both current and prospective customers as well as external parties.

• Collect customer information and data efficiently.

• Address general customer inquiries in alignment with contact center operations and quality standards.

• Identify customer needs and concerns through effective questioning and active listening.

• Review customer files and facilitate mediation in accordance with MCI policies and procedures.

• Create customer correspondence, including letters and emails.

• Conduct follow-ups with customers via letter, email, and telephone.

• Assess escalation requirements and discuss them with the Customer Assistance Supervisor.

• Process requests for changes to personal information.

• Keep up-to-date with policies, procedures, MCI product information, and online resource tools.

• Fulfill requests by liaising with departments, dealers, field representatives, and other third parties.

• Address inquiries related to products, services, repairs, marketing, vehicle sales, and more.

• Make outbound calls for marketing program initiatives.

• Engage in focus groups and special assignments as needed.

⛳️ Requirements

• Completion of High School (OSSD).

• Post-secondary education is considered an asset.

• Bilingual proficiency in English and French is mandatory.

• Background in the automotive industry and contact center experience is advantageous.

• A minimum of 1-2 years of prior experience in Customer Relations/Service is required.

• Proficient in Microsoft Office applications.

• Excellent verbal and written communication skills.

• Proven ability to prioritize customer needs (both internal and external).

• Capacity to work autonomously as well as collaboratively within a team.

• Ability to thrive in a fast-paced work environment.

• Strong skills in multi-tasking.

• Exceptional time management, critical thinking, problem solving, and decision-making abilities.

• Proficient in conflict resolution, negotiation, and handling objections.

🏝️ Benefits

• Flexible remote work options available within Canada.

• Reasonable accommodations provided throughout the hiring process.

• Commitment to equal opportunity employment.

• Employer partnerships with the Canadian Center for Diversity and Inclusion, Diversio, Empowering Auto Conference, and Equitek Employment Solutions.

• Charity collaborations with Indspire and Pathways to Education.

• Recognized among Canada’s Top 100 Employers and Top 100 Greater Toronto Area Employers.