Bilingual Customer Experience Specialist

2 weeks ago

Ottawa, Canada Sym-Tech Dealer Services Full time

Celebrating 53 years of growth, Sym-Tech is the leading finance and insurance provider to the retail automotive industry. At-Sym-Tech we are looking for Associates who share our passion for innovation, creativity and results We are passionate about delivering excellent client service, an outstanding Associate experience with opportunities to learn and grow professionally. Sym-Tech is growing quickly and that means endless ways to make a real difference We are currently recruiting for a Bilingual Customer Experience Specialist to join our headquarters located in Thornhill, ON.

A career with us offers:

- A fun, fast paced culture
- Competitive wages and benefits
- On-going industry training programs and professional development opportunities
- A professional, collaborative and progressive work environment
- An empowering atmosphere where people are inspired to do great work
- The chance to work with some of the best in the business

Position Summary:

Reporting to the Manager, Customer Experience, this position provides support to Dealer clients and the National Sales Team.

Position Functions:

- Provide best in class customer service to external clients/support and assistance to internal departments.
- Assist in corresponding with members of the sales team via phone or email.
- Daily administration and coordination of customer service activities.
- Liaise with the sales team to coordinate in-field support.
- Collaborate with Marketing department and coordinate with Distribution Centre to ship regular sales supply orders.
- Assemble marketing/sales collateral and POS materials.
- Maintain a strong knowledge of Sym-Tech products.
- Meet or exceed monthly call center performance objectives including call quality and performance objectives.
- Accurately complete appropriate documentation for each transaction (including keeping the CRM records up-to-date.
- Work closely with Accounting department to ensure accurate processing of cancellations, refunds, and adjustments.
- Additional duties, tasks and/or projects as required by Management.

Minimum Qualifications & Competencies:

- 3+ years of customer service experience or relevant industry experience
- Fluently bilingual in French and English (written and spoken)
- A passion and desire to consistently and compassionately deliver a superior customer experience
- Energetic, friendly, outgoing, proactive personality and phone business acumen
- Ability to learn new processes quickly, prioritize activities and work well under pressure in a fast paced environment
- Proven ability to adapt to changing situations
- Excellent written and oral communication skills
- Demonstrated experience with customer escalation, conflict resolution, and negotiation
- Strong willingness to problem solve and work well with minimal supervision
- Strong team building skills, to work well within a close team environment – self-sufficient and resourceful
- Proficient in the MS Office suite
- CRM experience an asset
- May be required to work overtime as per business needs

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