Customer Mediation Specialist

5 days ago

Markham, Canada Honda Canada Full time

Job Description:
The Customer Mediation Specialist is responsible for responding to customer inquiries, feedback and escalations that were received through the Inbound Customer Care representative team (Sykes). They are responsible for top tier customer service and providing Honda Canada's position to complaints. Associates are also responsible for independent handling of financial assistance-based requests to retain customers. They must engage in conflict resolution with our customers and dealers. Associates are responsible for gathering key pieces of information and presenting to management in various business groups to gain consensus and direction.
Please note this is a remote (work from home) position.

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**RESPONSIBILITIES**:

- Review customer cases escalated from Tier 1, DCG as well as internal and external stakeholders through the Salesforce case management system. They must coordinate with internal stakeholders to find consensus on position for potential brand damaging situations;
- Handle incoming calls on the Live Transfer Queue from Tier 1;
- Review case handling and direction with Mediation management or other stakeholders within the organization; must coordinate and lead meetings with various stakeholders to gain consensus;
- The Customer Mediation Specialist must seek clarification and discuss customer concerns while providing a high level of professionalism, tact, and diplomacy.

**QUALIFICATIONS**
- College degree preferred;
- 3 + years of contact center or customer service experience;
- Bilingualism in French and English is an asset;
- Ability to work in a fast-paced environment;
- Ability to multitask and pivot tasks based on business needs;
- Strong customers service;
- Professional communication skills;
- Ability to de escalate customer contentions;
- Crucial conversations training/experience is an asset.

LI-Remote

**Job Type**: Contract

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