Bilingual Phone Operations Representative

Bilingual Phone Operations Representative

Group: Mercedes-Benz Group AG

Description

**Bilingual Phone Operations Representative**

Reports to: Team Leader, Operations

Location: Mississauga, ON (Hybrid)

**Job Type**: Full time, Salaried
Band: 89

**Position Summary**:
**Key Duties & Responsibilities**:

- Review and respond to customer and Dealer inquiries, complaints and escalations in a professional and timely manner.
- Gather and analyze account information to ensure appropriate solutions are provided to meet customer needs., while taking into account the perspective of multiple stakeholders (ie. MBFS, MBC, Dealer, vendor, customer). Quality will be measured through regular call reviews, reporting, and Third-Party satisfaction surveys.
- Initiate prompt contact with clients to settle balances or disputes between customers and dealerships to find mutually beneficial solutions while maintaining brand loyalty.
- Effectively manage the call queue and ensure relevant stakeholders are informed of any issues that arise. Ensure diligent follow-up on accounts within established timeframes until resolved.
- Utilize communication and analytical skills to achieve mutually beneficial resolutions to customer issues.
- Timely and accurately process customer and dealer requests in accordance with service standards and compliance with Mercedes-Benz Financial Services Canada Corporation procedures.
- Meet or exceed performance metrics, including call resolution time and customer satisfaction ratings.
- Identify opportunities for improvements within the Operations Department to streamline processes, enhance efficiencies, and elevate overall customer and dealer satisfaction.
- Collaborate with team members and other departments to improve customer experience.

Qualifications

**Education and Experience**:

- College or Undergraduate degree with focus in Business Administration or Finance is preferred.
- Minimum 2 years of Customer Service, Collections and/or Remarketing experience is preferred.

**Technical Skills**:

- Fluent verbal and written communication skills in English and French is required.
- Ability to collect and interpret data from various sources to identify key facts, trends and inconsistencies.
- General familiarity of business, collections, and customer service.
- Demonstrates organizational and time management skills.
- Proven strengths in analytical thinking, problem solving, data analysis and PC skills.
- Demonstrates commitment to continuous learning and professional growth.
- Strong attention to detail and demonstrate a capacity to adapt to change quickly.

**Performance and Professional Skills**:

- Customer Service
- Analytical and Critical Thinking
- Negotiation and Problem Solving
- Conflict Management
- Building Relationships
- Time Management

**Corporate Culture**:
We offer customer and employee‐focused culture in a fast-paced, competitive, yet team-oriented environment.

**Commitment to Equity**:
Mercedes-Benz Financial Services is committed to fostering an inclusive, equitable, and accessible environment where all employees and customers feel valued, respected, and supported.

Mercedes-Benz Financial Services Canada is committed to accommodating applicants with disabilities throughout the hiring process by providing accommodations for needs related to the grounds of the Ontario Human Rights Code, unless to do so would cause undue hardship, as defined by the Ontario Human Rights Commission’s Policy on disability and the duty to accommodate.

**_ Mercedes-Benz Financial Services Canada Corporation is an Employer committed to the principles of equity in employment. We thank all applicants; however only those selected for an interview will be contacted. Please visit our LinkedIn page for more information on our company at Mercedes-Benz Financial Services Canada Corporation_**

**Organization**: Mercedes-Benz Financial Services Canada Corporation

**Primary Location**: Canada-Ontario-Mississauga

**Work Locations**: 2680 Matheson Blvd East, Suite 500 2680 Matheson Blvd East, Suite 500 Mississauga