Customer Relations Specialist

6 months ago

Ajax, Canada Volkswagen Group Canada Full time

**Customer Relations Specialist (12+ Month Contract)**
- GAS000006

Primary Location Canada-Ontario-Ajax

**Drive your Career**

We love our cars, but it’s the people behind them who make them what they are. To build, market, and sell great cars, we need great people. That’s why at Volkswagen Group Canada, we are passionate about our cars and our brand and foster this same passion and drive in our people. We know that the right people in the right positions can do incredible things, and we love making that happen.

**We are currently looking for a **Customer Relations Specialist (12 + Months Contract**) at our Corporate Offices in Ajax, ON**

Customer Relations Specialist is a critical role that requires superior handling of our customers with specific vehicle and/or dealership situations. Our Specialist have the opportunity through empowerment to dramatically improve customer satisfaction, and ultimately, customer loyalty. This position reflects the Brand philosophy to ensure all customers are treated in a friendly, honest and approachable manner and places customer loyalty as its highest priority. To this end the role has to work with several parties at VGCA (e. g. warranty, technical) in order to provide courteous, professional and timely responses to escalated customer inquiries from our Level 1 Customer Care Centre. To achieve customer satisfaction the role has to administer customer programs according to guidelines while being empowered to make goodwill decisions.

**This is a flex hybrid model**

**Primary Responsibilities**:

- Act as the Subject Matter Expert for Customer Care Level 1, including coaching and training.
- Handle, document, and resolve escalated cases transferred from Level 1 Customer Care, both phone and written correspondence.
- Handle and resolve executive cases, both phone and written correspondence.
- Handle and resolve inquiries redirected from Germany and all automotive repair/parts related cases
- Handle all safety-related allegations and other sensitive cases and customer arbitrations, small claims court cases.
- Coordinate with Volkswagen Regional Field staff & dealers for proper vehicle repair.
- Communicate customer input/dealer concerns to the Regional Field Staff.
- Communicate trends involving customer inquiries or potential product shortcomings.
- Generate Customer Relations reports as needed to identify opportunities.
- Act as Liaison with Roadside Assistance Provider.
- Maintain in-depth knowledge of: Current Technical Bulletins, Service Actions, and Campaigns.
- Best practices, processes, procedures required to promptly resolve car down situation.
- Stay updated on all new products as they come to market.

**Qualifications**:

- Post-secondary degree in Business or related field
- 3+ years of customer relations experience and 1-3 years of leadership experience; automotive industry experience an asset
- Excellent communication skills (French and English preferred)
- Excellent organizational and computing skills
- Ability to multi-task and have a strong attention to detail
- Ability to display initiative and offer solutions to enhance team’s performance
- Ability to handle personnel issues with professionalism and maturity
- Ability to work in a fast-paced, extremely customer-focused contact center
- Understand what it takes to deliver an exceptional experience
- Demonstrate strong business decision-making skills
- Familiar with social media/online environments
- Ability to interact with various levels of leadership and internal groups
- Ability to identify and support opportunities for continuous improvements
- Ability to manage projects

**What you’ll get in return**:

- A flexible and collaborative team dynamic
- Opportunities for development
- Opportunities to participate in exciting company events that give back to the community
- Competitive employer paid benefits and overall compensation package
- And much more

Volkswagen Group Canada Inc. is committed to diversity and inclusion in the workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, family status, gender identity, gender expression, national origin, age, disability or any other characteristic protected by federal, or local laws.

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