Bilingual Retention Associate

2 weeks ago

Toronto, Canada Adecco Canada Full time

Adecco is currently seeking a highly skilled and motivated Loyalty Retention Centre Associate to join our client's team in Toronto, ON. if you are looking for a rewarding career in the automotive finance industry with one of the industry’s top leaders, this role might be for you.

Location: Toronto, ON * Hybrid work model
Company: Hyundai Capital Canada
Salary: 45-53k per year

Job Summary:
The Associate, Loyalty & Retention Centre will be responsible for providing an exceptional customer service experience by efficiently making outbound phone calls to our existing lease and retail customers, handle emails, and address escalation cases for all Hyundai, Kia and Genesis brands. The associate will be responsible for meeting all assigned SLAs. In addition, the associate will support the Manager, Loyalty & Retention with various assigned tasks. The Associate will work the rotating shifts between the hours of 8: 30 am to 8 pm EST.

Duties and Responsibilities:

  • Conduct daily outbound calls to lease customers and provide accurate and precise lease-end loyalty incentive information, discuss lease-end options, gather customer intent, and generate hot and soft leads to support dealer/OEM sales and HCCA retention

  • Conduct outbound calls to lease or retail customers eligible for special sales campaigns and provide accurate and concise program information to support dealer/OEM sales and HCCA retention

  • Update the servicing system with detailed and clear notes and update customer intent after each call

  • Ensure all KPIs are achieved on a daily/monthly basis - daily outbound call targets, QA score, average handling time for calls, etc.

  • Identify customers’ questions, concerns, and complaints in a compassionate, prompt, and courteous manner and provide effective solutions

  • Maintain a high level of professionalism and establish a positive rapport with every customer by providing exceptional customer service

  • Impact the company's bottom line by problem solving and turning frustrated customers into brand ambassadors

  • Manage time effectively to ensure prompt customer/dealer call backs and follow-ups

Requirements:

  • Previous experience in customer facing role, or call center environment preferred

  • Automotive finance experience  a plus

  • Experience in corporate work environment preferred

  • Bi-Lingual French Canadian/English required.

  • Ability to communicate clearly both verbally and written in both languages.

  • Demonstrated ability to build positive productive relationships with a variety of internal and external stakeholders; along with the ability to gain cooperation and commitment from others.

  •  Self-starter who is team oriented and results driven.

  • Capacity to work flexible work hours, which may include day, evening and weekend shifts

  • Ability to work independently and proactively problem solve.


If you are a passionate individual with excellent communication skills and are seeking a challenging role in a dynamic and client-based environment, we encourage you to apply. We offer competitive compensation, outstanding benefits, and the opportunity to work alongside a dedicated team of professionals committed to customer satisfaction and company success.

To indicate your interest in this position, please apply online. A recruiter from Adecco will reach out to you shortly.

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