Join Our Client’s Team as an Automotive Customer Commitment Specialist!
Are you passionate about delivering top-tier customer experiences in the automotive industry? Adecco is on the hunt for a dynamic and customer-focused Automotive Customer Commitment Specialist to join our client’s team full-time!
In this role, you’ll be the driving force behind exceptional service, ensuring every customer interaction is smooth, professional, and memorable. With your automotive industry expertise, stellar communication skills, and commitment to excellence, you'll help resolve inquiries, build strong relationships, and elevate the customer journey to the next level.
Pay Rate: between $30-33/hour (based on experience)
Location: North York, ON (on-site)
Job type: Temporary | Full-time | 1-year contract with possibility of extension
Responsibilities:
Manage escalated Canada customer complaint cases that are beyond the scope or means of the PC or Porsche Cars North America (PCNA), PCS - Canada Regional Office to resolve by its own agency.
Direct contact with customer can expand to include engagement as liaison between customer, PC, PCL and Porsche AG (PAG) to address critical customer concerns, resolve complaint issues, and disburse goodwill compensation.
Manage the ongoing process for handling escalated customer concerns and case complaints related to goodwill in close collaboration with relevant PC and PCL departments e.g. Sales, After Sales, Service, Parts, Marketing etc.
Complaint case management including investigation, evaluation, resolution, documenting and tracking the case via various software platforms, and administration of the customer goodwill budget.
Maintain and continue to develop the network of PC Customer Concierges based upon PAG global standards toward their empowerment through formal training, situational coaching, information and knowledge sharing within the network.
Ensure adherence to Porsche company standards when dealing with customers, and in collaboration with PCs and relevant subsidiaries including PCS and RSA teams.
Customer Commitment (CC) as the primary point of contact for escalated issues related to PRA to ensure an exceptional Porsche customer experience at this critical touch point.
Development and implementation of new PC customer service and PCL internal processes, optimization projects including IT related and operational process improvements toward greater efficiencies and betterment of all working relationships.
Provide support to PC and end user customers in vehicle related regulatory matters including product campaigns and goodwill compensation disbursements.
Establishing Customer Satisfaction targets and monitoring of key KPIs including dealer process training and coaching to strengthen customer relationships and ensure customer retention.
Qualifications:
Bachelor’s Degree in Hotel Management/Hospitality, Business, Engineering and/or completed technical apprenticeship.
Customer Relations training with focus on customer service and complaint management to resolution.
Minimum 3 to 5 years of experience in customer-facing Customer Relations role.
Automotive dealership experience and/or broad automotive industry knowledge is required
Demonstrated project management and training skills.
Superior spoken and written language skills in English and French is a must
Able to manage oneself and others in stressful situations with discretionary assertiveness and conflict resolution skills.
Confidence, empathy, and sensitivity in addressing customers and their needs. High level of diplomacy and tact. Exceptional emotional intelligence.
Able to evaluate situations and make decisions independently.
Ability to multitask and manage cross-functional processes/projects from an entrepreneurial approach.
Computer and mobile device proficiency including all Microsoft office applications.
Bilingual proficiency in [Specify Languages, e.g., English and French] (written and verbal) is an asset.
Must be legally eligible to work, and reside in Canada
Here's why you should apply:
Paid weekly accurate and on time
Strong health and safety programs
Medical and dental benefits once qualified
Free training programs
New and quicker onboarding process
Are you interested in this position? Apply now! Our dynamic team of recruiters will reach out if you qualify for this role.
PorscheCarsCA