Description
Reports to: Team Leader, Customer Service
Location: Mississauga, ON
Job Type: Full time, Salaried
Band: 89
Position Summary: Provide Dealers and customers a luxury Mercedes-Benz experience. Support interactions through various channels of communication, for example phone and e-mail. Promote high satisfaction and loyalty by providing timely and accurate service to customers and dealers within defined service level parameters. Quality of customer and dealer calls will be measured through call quality evaluations. Support with subject matter expertise to resolve and de-escalate, investigate and resolve complex customer inquiries or complaints.
Responsibilities: · Answer in bound calls, from both Mercedes-Benz Financial (MBF) customers and dealers in a prompt and professional manner.
· Provide vendor support through consults and system workflows and support other departments on occasion with overflow calls and tasks where necessary.
· Complete paperwork and other action items as required from in-bound calls and/ or emails received in the Pool-ID, system workflows, or incoming mail.
· Effectively evaluate and resolve complex scenarios, 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.
· Review and respond to customer complaints and escalations, received through multiple channels (ie. phone, email, digital/social media, customer survey, Office of the president).
· Complete credit bureau investigations and updates where requested and required.
· Use communication and analytical skills to provide mutually beneficial problem resolution.
· Timely and accurately process customer/dealer requests in accordance to service standards and compliance with Mercedes-Benz Financial Services Canada Corporation procedures.
· Identify possible improvements or changes within the Customer Service Department in an effort to streamline processes, identify efficiencies, and improve overall customer and dealer satisfaction.
· Collaborate with other organizational teams on special projects/ tasks.
· Support with coordinating team schedules and coverage requirements to support service levels and overall customer satisfactions.
· Focus on career development opportunities, people principals, and opportunities for growth and development within MBFS.
Qualifications
Education and Experience: · College or Undergraduate degree with focus in Business Administration or Finance is preferred.
· Minimum 2 years of customer service experience required.
Technical Skills: · Fluent verbal and written communication skills in English and French is required.
· Demonstrates organizational and time management skills.
· Proficient in Microsoft Office.
· Willingness to learn and be challenged by continual professional development.
Performance and Professional Skills: · Customer Service
· Problem Solving & Analysis
· Critical Thinking
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.
If you require accommodation because of a disability, we will work with you to meet your needs. Applicants need to make their needs known in advance. Accommodations for applicants may be coordinated through the Human Resources Department via email ****** .
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 #J-18808-Ljbffr
