Connecting People with Executive Opportunities

Position:      Customer Care Liaison (Bilingual)
Reports to:  Manager, Customer Operations & Communication
Company:    Subaru Canada Inc.
Location:     Mississauga, ON or St. Laurent, QC
Date:            April 2022

Introduction

The Customer Care Liaison provides bilingual customer assistance and support in a manner that builds upon our growing family of loyal Subaru advocates and enthusiasts. The representative assists current Subaru owners with a variety of issues relating to their purchase or ownership experiences. They will focus on creating lifetime owners, while working to resolve customer concerns.

The incumbent will report to the Manager, Customer Operations & Communication and will have a large degree of flexibility in terms of working from home or office however there will likely be a requirement to report into the local office once per week (either in Mississauga, ON or in St. Laurent, QC). 

Primary Job Responsibilities:

• Provide empathetic, customer-focused support relating to a wide variety of customer concerns, inquiries or comments (i.e. product or technical information, maintenance guidelines, warranty coverage, purchase and ownership experiences, dealer performance, product quality, etc.) in a methodical, efficient, process oriented manner.
• Thoroughly and promptly investigate customer concerns by gathering, verifying, and summarizing relevant details from all practical sources.
• Collaborate with SCI personnel (i.e. field managers, technical help-line specialists, quality assurance personnel and department staff) to determine how best to resolve specific customer issues.
• Maintain contact with customers throughout the resolution process and follow up with SCI and dealership personnel to ensure that commitments are fulfilled and communicated to all stakeholders.
• Translation of (French to English) correspondence from customers and dealerships as required.
• Identify and proactively inform senior management of key customer issues to ensure that appropriate actions and countermeasures are implemented
• Help to research and draft ‘standard’ responses to frequently asked questions (FAQ’s).
• Provide ongoing information to Assistant Manager, Customer Care and Director, Quality Assurance & Communications to ensure that records and statistics related to customer contact volumes, departmental productivity, trends and efficiencies are as accurate and up-to-date as possible.
• Assist in compiling positive and engaging customer stories for the ‘My Story’ page on corporate website.

Required Skills / Attributes:

• Excellent command of English and French (speaking, reading, writing, and translating).
• Superior listening and comprehension.
• Organization and time management.
• Proficiency in Microsoft Office software (Outlook, Word, Excel).
• Creative problem solving.
• Composure and diplomacy under pressure.

Qualifications:

• Fully bilingual. Demonstrated proficiency in English and French (speaking, reading, writing, and translating).
• Proven PC skills (i.e. Microsoft Office – Word, Excel & Outlook, CRM systems, etc.).
• Previous experience handling customer concerns (ideally in automotive industry).

Physical Conditions:

• Occasional overtime.
• Sedentary, extended periods of computer / phone use.

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