Bilingual Relations Specialist

1 month ago

Ajax, Ontario, Canada Adecco Canada Full time
Job Description:

Adecco Canada is currently hiring a full-time Bilingual Customer Relations Specialist to work for our client in Ajax, ON. As a key member of our team, you will be responsible for building and maintaining positive relationships with customers by addressing inquiries, resolving complaints, and providing support throughout the customer journey.

Key Responsibilities:

  • Support the Manager, Customer Experience & CRM, in the ongoing management of the VoC program for both sales and aftersales.
  • Prepare and present ongoing internal CX results, as well as external third-party research and strategies to Senior Management, internal stakeholders, and Retailers.
  • Perform analytic reporting from VoC and third-party studies for various departments within BMW Group Canada, including both ad hoc and periodic reporting.
  • Provide data and reporting to Regions and Retailers, to target customer pain points and provide action plans for improvement.
  • Conduct external research to meet the research requirements of business briefs, including the recruitment of appropriate resources to assist in the execution of research initiatives.
  • Assist in the planning, execution, and administration of research initiatives (e.g., subscribed syndicated research studies, text analytics, focus groups, interviews, external surveys).
  • Compile and present research results to various internal and external stakeholders to drive awareness of the Customer Experience and brand strength.
  • Administer and maintain the customer satisfaction program, including survey design, compilation of Retailer scores, and supporting score analysis.
  • Support the implementation, testing, and training of all Customer Satisfaction platforms.
  • Support the implementation of new CX strategies and processes to improve Customer Satisfaction.
  • Manage the Customer Satisfaction Research processes and infrastructure.
  • Track and communicate BSC and RBSC results related to Customer Satisfaction.
  • Foster productive business relationships with Retailers, agencies/partners, and colleagues.

Qualifications:

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

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