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For your reference, we have included the original job posting below.
Customer Service Representative
Job Number:
25750200
Company Name:
Suzuki Canada Inc.
Job Location:
Toronto, ON CA
Job Category:
Customer Service
Customer Service Representative
ABOUT SUZUKI Suzuki Canada is a subsidiary of Suzuki Motor Corporation in Japan. Headquartered in Richmond Hill, Ontario, Suzuki Canada has been in operation since 1973 with regional offices in Montreal and Vancouver. At Suzuki, we care for our customers. Not just those who purchase our vehicles, but also our employees, dealers, suppliers and our community. Our mission is to exceed our internal and external customers expectations through teamwork, pride and integrity. This is only possible through our dedicated employees. We are constantly on the lookout for exceptional individuals from diverse backgrounds who want to pursue a rewarding career. PRIMARY FUNCTION Maintain good customer service through timely response to customer complaints, requests and inquiries while maintaining excellent customer relations. SPECIFIC ACCOUNTABILITIES Provide courteous, professional and timely responses to a continuous volume of telephone and written customer inquiries, including letters and emails. Review, analyze and promptly develop appropriate responses to all written consumer correspondence. Maintain current, complete and accurate records of consumer contacts to enable meaningful analysis of all complaints. Record dates, times, names, customer information, details of conversations (verbatim comments preferred), dealer contacts, specific actions recommended and undertaken, and complete product information. The records must adequately serve to accurately document the progression of events through to final resolution in a clear and concise manner. Develop and execute an appropriate action plan to expedite a resolution to all customer concerns. The CRC determines and coordinates all activities necessary to bring issues to resolution. The CRC ensures the final resolution of all complaint issues is effectively and appropriately communicated to all involved parties while still maintaining strict confidentiality of the information provided. Promptly consult with management as may be required in the event of irreconcilable customer expectations. Identify situations which may develop into legal actions, including arbitrations or litigations. Consult with the National Service Manager regarding those matters. All situations involving product liability, arbitration or litigation are to be referred to management immediately. Consult with the appropriate manager in matters involving decisions outside written policy and provide recommendations with the objective of moving towards a fair and logical disposition of the case. Complete and distribute periodic Customer Relations and Ad Hoc Reports. EDUCATION, EXPERIENCE & COMPETENCIES Formal Education: High School Diploma College Diploma or Certificate desired Experience: 3-5 years of work experience in a customer service center Automotive and Dealer background desired Competencies: Fluent in both English and French, both oral and written communications Ability to look and think out of the box; look for non-conventional/creative ways to help customers through use of empowerment Excellent follow-up and accountability Professional and able to interact with Associates on all levels Ability to work in a fast-paced, constantly changing environment Ability to adapt to continuous change Excellent written and oral communication skills Effective problem solving skills Effective negotiation skills Dependable, punctual, and reliable Basic Skills: Strong Windows/PC and typing skills Ability to multi-task Strong organizational skills If you are interested and qualified for this opportunity, please submit your resume to . We thank all interested applicants; however only those under consideration will be contacted.
