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Cx Administrator

3 months ago

Markham, Ontario, Canada Hyundai Full time
Hyundai Auto Canada Corp. is headquartered in Markham, Ontario and is a subsidiary of Hyundai Motor Company of Korea.

Hyundai markets a full line-up of vehicles in this country - from subcompact to premium sedans to sport utility and crossovers - and is committed to providing world-class, well-engineered products paired with a customer shopping and ownership experience that exceed expectations.

When Hyundai entered the Canadian market in 1983, it was the company's first overseas subsidiary. Since that time, it has grown into one of the best selling automotive brands in Canada.

Hyundai's success can be attributed to the quality, safety, and design of its vehicles, which is reflected in numerous, high-profile awards they have recently won.


The primary purpose of this position is to perform contact center data collection and analysis duties as assigned to further the efficiency and effectiveness of the department.

In this position they will report to the Manager fulfilling administrative duties within the Customer Relations team. In addition, they will support the team with coaching and training.

KEY RESPONSIBILITIES

  • Collects and organizes specified data from various sources to develop final reports, and makes presentation to management.
  • Analyzes collected data for CR trend analysis and makes recommendations to management on improving the department's efficiency, performance, or other specified parameters.
  • Creates detailed reports of data (VOC, forecasting, fuel reimbursement, service campaigns etc.) and analytical findings and clearly communicates them to management.
  • Identifies opportunities and offers suggestions to resolve issues identified by customer data analysis.
  • Coordinates implementation of major projects (Connex, DCMs, RFDs) as needed.
  • Create, update and maintain CR training material, include the development of Knowledge Base Articles
  • Performs other related duties and adhoc as assigned, including acting as a backup for inbound and outbound calls
REQUIRED EDUCATION & EXPERIENCE

  • Completion of a college diploma/certificate or an undergraduate degree, or an equivalent combination of experience and education
  • 25 years of relevant experience in same or similar function.
REQUIRED SKILLS & KNOWLEDGE

  • Excellent oral and written business communication skills in English and French (French skills would be an asset.
  • Intermediate MS Office skills.
  • Excellent planning and organizational skills.
Why Join Our Team?
Our award-winning culture has been recognized through our Great Place to Work certification for the past 6 years.

We have been able to achieve this not only thanks to the dedication and commitment of our team members to our business, but also through a variety of fun activities and opportunities throughout the year which allow us to build strong engagement When you join Hyundai Auto Canada Corp., you will become part of an organization that promotes diversity, inclusion and overall well-being.

We offer an excellent benefits package including RSP matching, flexible start times, maternity leave top up, an attractive vehicle-lease program, demo vehicles for Managers and education support.

Hyundai Auto Canada Corp. is committed to being an equal opportunity employer. We are also committed to meeting the needs of people with disabilities and their accessibility requirements.

If you require accommodation during the interview process, please let us know and we will take all reasonable steps required to meet your accessibility requirements.