Customer Care Manager

4 weeks ago

Ajax, Canada Audi Canada Full time
Customer Care Manager-GAS000007

Primary Location

:Canada-Ontario-Ajax

Description

Drive your Career

We love our cars, but it’s the people behind them who make them what they are. To build, market, and sell great cars, we need great people. That’s why at Volkswagen Group Canada, we are passionate about our cars and our brand and foster this same passion and drive in our people. We know that the right people in the right positions can do incredible things, and we love making that happen.


We are currently looking for a Customer Care Manager at our Corporate Offices in Ajax, ON

The Customer Care Manager will manager all Customer Care topics including oversight of call centre and Level 2 (internal) agents to protect the brand and ensure we are delivering a premium and loyalty-driven customer experience.

**This is a hybrid flex model**

Responsibilities:

Triage and oversight of all complex cases including legal, CAMVAP, lemon law, social media Manage all executive cases Handle case escalations from senior customer care agents Engage with product support, dealer network and field teams for customer management Handle additional cases as necessary based on team case volumes Support management of call centre vendor with respect to Key Performance Indicators and contractual obligations Ensure training curriculum is continually updated and that vendor training meets the Volkswagen standard Monthly reporting of call centre trends Identify new challenges early on and create/execute proactive strategies in response Ensure call centre categorization evolution for best data collection Salesforce evolution involvement and reporting Oversight of all customer care initiatives for the VW brand Any additional tasks or projects as necessary as they pertain to customer relations

Qualifications

Qualifications: 

Bachelor's Degree in Business management/commerce or related field 5 or more years desired in the area of communications, customer relations, performance management.  Able to multitask in a fast-paced environment.  Strong networking skills.  Ability to successfully transform a negative customer experience to a positive one Negotiation skills & empathy Organization/prioritization Active Listening Excellent communication skills (French and English preferred)

What you’ll get in return: 

A flexible and collaborative team dynamic Opportunities for development Opportunities to participate in exciting company events that give back to the community Competitive employer paid benefits and overall compensation package And much more 

Please note that we appreciate the interest of all candidates, however only those under consideration will be contacted.

Volkswagen Group Canada Inc. is committed to diversity and inclusion in the workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, family status, gender identity, gender expression, national origin, age, disability or any other characteristic protected by federal, or local laws.

Volkswagen Group Canada Inc. is committed to providing accommodations for people with disabilities including during the application process. If you require an accommodation because of a disability, we will work with you to determine what reasonable accommodation may be available to meet your needs whether it be as an applicant or an employee. Applicants need to make their needs known in advance. If you are selected for an interview and require an accommodation, you are encouraged to advise the Recruiter who will consult with you to determine an appropriate and reasonable accommodation. #LI-Hybrid #LI-LD1

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