Customer Commitment Specialist

4 weeks ago

North York Ontario AF, CA Adecco Full time

Adecco is currently hiring a full-time dedicated and enthusiastic Customer Commitment Specialist to join our client’s team. In this role, you will provide exceptional customer service, ensuring a seamless and positive experience for our clients. Your communication skills and commitment to excellence will make a lasting impact as you help resolve inquiries and strengthen customer relationships.


  • Pay Rate: between $30-33/hour (based on experience)
  • Location: North York, ON (on-site)
  • Job type: Temporary | Full-time | 1-year contract with possibility of extension


Responsibilities:

  • Manage escalated Canada customer complaint cases that are beyond the scope or means of the PC or Porsche Cars North America (PCNA), PCS - Canada Regional Office to resolve by its own agency.
  • Direct contact with customer can expand to include engagement as liaison between customer, PC, PCL and Porsche AG (PAG) to address critical customer concerns, resolve complaint issues, and disburse goodwill compensation.
  • Manage the ongoing process for handling escalated customer concerns and case complaints related to goodwill in close collaboration with relevant PC and PCL departments e.g. Sales, After Sales, Service, Parts, Marketing etc.
  • Complaint case management including investigation, evaluation, resolution, documenting and tracking the case via various software platforms, and administration of the customer goodwill budget.
  • Maintain and continue to develop the network of PC Customer Concierges based upon PAG global standards toward their empowerment through formal training, situational coaching, information and knowledge sharing within the network.
  • Ensure adherence to Porsche company standards when dealing with customers, and in collaboration with PCs and relevant subsidiaries including PCS and RSA teams.
  • Customer Commitment (CC) as the primary point of contact for escalated issues related to PRA to ensure an exceptional Porsche customer experience at this critical touch point.
  • Development and implementation of new PC customer service and PCL internal processes, optimization projects including IT related and operational process improvements toward greater efficiencies and betterment of all working relationships.
  • Provide support to PC and end user customers in vehicle related regulatory matters including product campaigns and goodwill compensation disbursements.
  • Establishing Customer Satisfaction targets and monitoring of key KPIs including dealer process training and coaching to strengthen customer relationships and ensure customer retention.


Qualifications:

  • Must be legally eligible to work, and reside in Canada
  • Bachelor’s Degree in Hotel Management/Hospitality, Business, Engineering and/or completed technical apprenticeship.
  • Customer Relations training with focus on customer service and complaint management to resolution.
  • Minimum 3 to 5 years of experience in customer-facing Customer Relations role.
  • Automotive dealership experience and/or broad automotive industry knowledge.
  • Demonstrated project management and training skills.
  • Superior spoken and written language skills in English and French is a must
  • Able to manage oneself and others in stressful situations with discretionary assertiveness and conflict resolution skills.
  • Confidence, empathy, and sensitivity in addressing customers and their needs. High level of diplomacy and tact. Exceptional emotional intelligence.
  • Able to evaluate situations and make decisions independently.
  • Ability to multitask and manage cross-functional processes/projects from an entrepreneurial approach.
  • Computer and mobile device proficiency including all Microsoft office applications.
  • Bilingual proficiency in [Specify Languages, e.g., English and French] (written and verbal) is an asset.


Are you interested in this position? Apply now Our dynamic team of recruiters will reach out if you qualify for this role.

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