Bilingual Customer Service Representative

4 weeks ago

Ajax, Ontario, Canada Adecco Canada Full time

Adecco Canada is seeking a highly skilled Bilingual Customer Relations Specialist to join our team. In this role, you will be responsible for building and maintaining positive relationships with customers by addressing inquiries, resolving complaints, and providing support throughout the customer journey. This role focuses on ensuring customer satisfaction, improving customer retention, and representing the company in a professional and friendly manner.

Key Responsibilities:

* Supporting the Manager, Customer Experience & CRM, you will be responsible for the ongoing management of the VoC program for both sales and aftersales.
* Preparation and presentation of ongoing internal CX results, as well as external third party research and strategies to Senior Management, internal stakeholders and Retailers.
* Performing analytic reporting from VoC and third party studies for various departments within BMW Group Canada, including both ad hoc and periodic reporting.
* Providing data and reporting to Regions and Retailers, to target customer pain points and provide action plans for improvement.
* Conducting external research to meet the research requirements of business briefs, including the recruitment of appropriate resources to assist in execution of research initiatives.
* Assisting in the planning, execution and administration of research initiatives (e.g. subscribed syndicated research studies, text analytics, focus groups, interviews, external surveys). Maintaining knowledge of latest market research trends and reports.
* Compiling and presenting research results to various internal and external stakeholders to drive awareness of the Customer Experience and brand strength.
* Administering and maintaining the customer satisfaction program including survey design, compilation of Retailer scores, and supporting score analysis.
* Supporting the implementation, testing and training of all Customer Satisfaction platforms.
* Supporting the implementation of new CX strategies and processes to improve Customer Satisfaction.
* Management of the Customer Satisfaction Research processes and infrastructure.
* Tracking and communication of BSC and RBSC results related to Customer Satisfaction.
* Fostering productive business relationships with Retailers, agencies/partners and colleagues

Requirements:

* Must be legally eligible to work, and reside in Canada
* University degree in business, marketing or equivalent
* Can pass criminal background check, education and employment verifications
* Bilingual French and English required
* 3+ yrs experience supporting CX Initiatives
* Innovative, organized, attention to details

If you are a motivated and detail-oriented individual with excellent communication skills, we encourage you to apply.

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