Customer Experience Assistant M/W

4 weeks ago

Mississauga ON, Canada Daimler AG Full time

Bilingual Customer Advocacy Specialists: Mercedes-Benz Canada needs stars like you
Without the stars that represent a team, a brand alone is incomplete.
Mercedes-Benz Canada represents not only the world’s oldest automotive brand, but one that is at the cutting-edge of sustainability, design, technology, fashion and popular culture.
The iconic three-pointed star is always looking for the best and brightest to support its growth as a true luxury brand.
We are seeking individuals who want to be in the driver’s seat of this transformation, working alongside talented colleagues who represent the Mercedes-Benz values and who are ready to add their talent to the brand’s ever-evolving story.
Customer Advocacy Specialists are experts in customer experience management and are responsible for managing and resolving customer escalations and complaints received by the Customer Assistance Centre (CAC). Customer Advocacy Specialists are able to quickly recognize potential customer dissatisfaction and retention issues during the course of the ownership process. They also proactively support the Vendor & Operations Manager by providing continuous feedback to ensure our vendors collaborate and meet our quality standards.
As an industry leader and luxury brand, we pride ourselves in delivering outstanding products and services. Our Customer Advocacy Specialists are brand advocates and deliver a best-in-class customer experience that supports and strengthens brand loyalty.
Ensures customer complaints and escalations across all channels and service types are resolved to a high standard in a customer-centric, professional, and timely manner. Customer Advocacy Specialists are also responsible for managing escalations on behalf of the Office of the CEO and to handle product liability cases, Canadian Motor Vehicle Arbitration Plan (CAMVAP) claims, Better Business Bureau (BBB) and Board of Management (BoM) cases.
Proactively identifies customer experience issues and advocates on behalf of customers to promote a best-in-class customer experience at all levels. Provides guidance, coaching and ad-hoc training support to the Tier 1 Customer Assistance Team on customer experience and case handling topics.
Supports the achievement of KPI’s for Customer Satisfaction, Case Resolution and Response Times.
Participates in team meetings, call quality coaching sessions, and training on new products and services.
Discussing and solutioning customer escalation cases from Regional Managers, Technical Services, Warranty Operations, Vehicle Campaigns, Parts Logistics, Marketing, Sales, Distribution, Product Management, Marketing.
Mercedes-Benz Canada is committed to fostering an inclusive, equitable, and accessible environment where all employees and customers feel valued, respected, and supported. While we thank every applicant for their interest in joining our iconic brand, we will only contact applicants selected for an interview.
Testimonials from several Mercedes-Benz Canada stars, from an intern to an executive:
“Mercedes-Benz is more than a car brand; it’s a futuristic, technological brand continuing to research and evolve its strategy as a digital and luxurious company, all while championing sustainable initiatives.”
“This company grants its members the opportunity to professionally grow and discover the extent of the brand and its presence in all countries. You are granted the opportunity to drive innovation in several sectors, as this company allows you to take your career wherever you like with our very robust framework of opportunities, whether it’s rotations, international assignments, education programs and more.”
“As an intern, I feel a great sense of responsibility and accountability at Mercedes-Benz. The high level of responsibility and contribution found in our internship programs is unlike my experience anywhere else.”
“Working for Mercedes-Benz, it’s certainly the brand and the pillars - but at the end of the day, once you’re in, it’s about the people, the experience, diverse cultures and backgrounds, everyone’s experience driving in one direction.”
Postgraduate diploma with relevant work experience
Bilingual – Excellent verbal and written communication skills in English and French
Experience working for a luxury brand / and or for the automotive industry
Exceptional customer service skills with the desire to always exceed customer expectations
Excellent problem solving and issue resolution skills, including the ability to think outside the box and identify creative solutions
Confident and comfortable using technology and digital services
Commitment to inclusion & diversity
Engaging corporate culture
Ever-evolving brand strategy granting opportunities to build business acumen
Training development and career growth opportunities
Benefits to support work-life balance/integration
A strong portfolio of corporate social responsibility initiatives
State of the art working facilities
Comprehensive health, dental, and pension programs

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