Bilingual Customer Relations Team Lead

Hyundai Motor Company; Markham; Hybrid; CAD 70,000 - 89,000; Full time

Benefits offered by this job

Health and dental coverage from day 1

RRSP matching

Car leasing program

Flexible start times

Paid time off

Tuition support

Onsite facilities and benefits

Job summary

Hyundai Auto Canada Corp. in Markham, Ontario, is looking for a Customer Relations Manager to lead and develop the Tier 1 and Tier 2 teams, coach coordinators, and ensure high quality service across internal and external customers.

You will manage escalations, monitor workloads, and drive training, knowledge management, and process improvements. Proficiency in Connex and Five9, plus cross‑training with Bluelink, are valued as you support Hyundai's values.

Qualifications

• Completion of a secondary school diploma and college, e.g., diploma / certificate / trade license.... or an equivalent combination of experience and education.
• 5-7 years of relevant experience in same or similar function.
• Excellent oral and written communication skills in both English and French.
• Excellent supervisory/coaching skills.

Responsibilities

• Provide leadership and guidance to Tier 2 Customer Relations Coordinators by monitoring workload, performance, and development to ensure quality service and learning opportunities.
• Offer daily floor support as the first point of contact for team questions, ensuring quick and effective resolution.
• Provide guidance to Tier 1 and Tier 2 agents on general inquiries and complaints, ensuring consistent, customer-centric responses aligned with Hyundai’s values.
• Support team members in case handling, escalations, and complex inquiries while promoting accountability and a culture of improvement.
• Foster an engaged and positive team environment by celebrating wins, promoting collaboration, and making work enjoyable while staying focused on team goals.
• Review employee metrics to ensure call centre objectives and service standards are achieved.
• Prepare, analyze, and coach back on production reports, including coaching logs, monthly/quarterly reviews, call quality, and training evaluations.
• Ensure daily case closure targets are met and adherence to workflows and processes is maintained.
• Manage Tier 2 escalations and ensure customer satisfaction through timely and effective resolution.
• Liaise with Zone Offices, Dealers, and internal partners for case investigations
• Lead knowledge transfer of new and existing policies and procedures.
• Develop, maintain, and update training materials.
• Define, create, publish, and update Knowledge Base content for Tier 1 and Tier 2 agents.
• Facilitate training sessions, departmental cross-training, and weekly CR Huddles to support ongoing development and best-practice sharing.
• Identify operational gaps, recommend improvements, and support implementation of updated workflows.
• Lead and support continuous improvement initiatives to enhance efficiency and team performance.
• Update the weekly Recall Report and ensure Tier 1 and Tier 2 agents are informed on current recalls, back orders, and remedy-not-available situations.
• Track recall-related cases and guide the team on handling recall inquiries.
• Support communication and escalation management related to recall activities.
• Utilize the Connex system for tracking, reporting, and workflow management, ensuring process adherence.
• Serve as the departmental SME for Five9.
• Cross-train with the Bluelink Team Leader and act as designated backup during absences or high-volume periods.
• Participate in departmental and enterprise projects, ensuring timely execution, clear documentation, and alignment with Customer Relations goals.
• Assist the Customer Relations Manager with weekly and monthly analysis, reporting, and operational insights.

Skills

Supervisory/coaching skills

Bilingual English/French

Communication skills

Customer service experience

Education

Secondary school diploma

College diploma/certificate

Tools

Connex system

Five9

Job description

Hyundai Auto Canada Corp. in Markham, Ontario, is looking for a Customer Relations Manager to lead and develop the Tier 1 and Tier 2 teams, coach coordinators, and ensure high quality service across internal and external customers.

You will manage escalations, monitor workloads, and drive training, knowledge management, and process improvements. Proficiency in Connex and Five9, plus cross‑training with Bluelink, are valued as you support Hyundai's values.