Bilingual Mediation Specialist – Tier 2

Honda Canada Inc.•Markham, ON

3d•CA$30 - CA$36•Remote

About The Position

The Mediation Specialist is responsible for responding to customer inquiries, feedback, and escalations received through the Inbound Customer Care representative team (Sykes). They are responsible for top-tier customer service and providing Honda Canada’s position on complaints. Associates are also responsible for independently handling 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 it to management in various business groups to gain consensus and direction.

Requirements

3 + years of contact center or customer service experience
Ability to work in a fast-paced environment
Ability to multitask and pivot tasks based on business needs
Strong customer service skills
Professional communication skills
Ability to de-escalate customer contentions

Nice To Haves

College degree preferred
Bilingualism in French and English preferred
Crucial conversations training/experience is an asset

Responsibilities

Review customer cases escalated from Tier 1, DCG, as well as internal and external stakeholders through the Salesforce case management system.
Coordinate with internal stakeholders to find consensus on positions for potential brand-damaging situations.
Handle incoming and outgoing calls.
Review case handling and direction with Mediation management or other stakeholders within the organization.
Coordinate and lead meetings with various stakeholders to gain consensus.
Seek clarification and discuss customer concerns while providing a high level of professionalism, tact, and diplomacy.
Other duties as assigned by supervisor.