Bilingual Supervisor Customer Relations

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Job Description

Our client has a requirement for a Bilingual Supervisor, Customer Relations  for a full-time opportunity.  The position is located in Vaughan.  

What makes this Special

Our client has a prestigious reputation and excellent work environment. This position offers an opportunity for personal learning and to contribute to important initiatives that make a difference. Our client is actively screening resumes and scheduling interviews to fill this position, so let one our professional resource managers represent you to the client, promote your skills, and help you prepare.

Role

• Supervise Customer Relations Specialists. Includes call monitoring and coaching, as well as keeping appropriate records.
• Meet regularly with direct reports advising them of their performance levels, making recommendations for improvement as may be required.
• Handle escalated contacts from external and internal customers.
• Prepare weekly, monthly and annual reports on all required topics, including but not limited to such things as Agent goodwill and warranty expenses, CAMVAP case results, legal issues, and call centre agent performance documents.
• Manage the CAMVAP process for all Zones, including being the point of contact for all provincial CAMVAP administrators. Ensure appropriate defenses are prepared and records maintained to best represent Honda’s interests. Ensure Zone and dealer participation at CAMVAP hearings as required. Follow through as required on any CAMVAP awards to consumers.
• Review and approve written legal correspondence , electronic communication
• Manage the Small Claims Court process for all Zones, including being the point of contact for all incoming Statements of Claim and litigation.
• File defense documents with the courts on time and as required. Ensure appropriate defenses are prepared and records maintained to best represent Honda’s interests. Ensure Zone, National Honda associate and dealer participation as required.
• Ensure adherence by direct-reports to all departmental policies and procedures, and take the necessary corrective action when required. Maintain required files.
• Make recommendations on improving departmental methods, service and efficiency.
• Act as departmental representative to other departments as required.
• Work in close conjunction with other Supervisors, Customer Relations to cover absences etc.
• Undertake special projects as assigned.

Requirements or Qualifications

• 3-5 years experience in a Call Centre environment.
• 2-3 years experience supervising staff, in a Call Centre environment.
• Experience in handling electronic communications
• Business writing skills in both English and French is a must.
• Demonstrated planning and organizational skills.
• Flexible and adaptable to working in a fast-paced team environment with multiple priorities.
• Excellent analytical and problem-solving skills.
• Small claims / Camvap experience
• Ability to build collaborative working relationships; strong results-orientation.
• Strong PC Skills (Microsoft Office).
• Automotive experience is an asset
• Must be willing to work different shifts

Keywords: CAMVAP, Call Centre, Bilignual French/English    

How to Apply

Online:

To apply for this and other suitable exciting opportunities with Zylog Systems (Canada) Ltd., you can register and apply online at www.ZylogCanada.com