Retailer Support Representative - Bilingual (12-Month Contract)

Mazda Canada Inc.; Canada; Remote; CAD 40,000 - 55,000; Full time

Job summary

Mazda Canada Inc. is seeking a Customer Assistance Representative to provide first point of contact service to customers. This role involves responding to inquiries, managing customer files, and ensuring service excellence. Ideal candidates will be bilingual and possess strong communication skills, with a background in customer service preferred. Join a passionate team dedicated to enhancing customer experiences.

Qualifications

• Bilingual (ENG/FRE) is required.
• Minimum 1-2 years previous Customer Relations/Service experience.
• Automotive and Contact Centre background is an asset.

Responsibilities

• Respond to customer inquiries within contact center operations.
• Determine customer needs through questioning and active listening.
• Administer customer requests for personal information changes.

Skills

Customer focus

Verbal communication

Written communication

Problem solving

Time management

Negotiation

Conflict resolution

Education

High School (OSSD)

Post-secondary education

Tools

Microsoft Office

Job description

Job Category: Customer & Brand Experience

Requisition Number: CUSTO001020

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• Posted : April 22, 2025
• Full-Time
• Remote

Locations

Showing 1 location

Description

Internal Position Title: Customer Assistance Representative (Bil.)

At Mazda, we love sharing the beautiful machines we craft with the world. But even more, we love building relationships with the people who help make it all possible. We are a team of passionate car fanatics with an incurable love affair with the road. We continually strive to challenge the status quo and make it our mission to put people, quality, and experiences before transactions. Ground-breaking technologies and our latest 7 th generation products are just the tip of the iceberg. If you possess an unwavering commitment to delivering service excellence and a strong desire to shatter industry stereotypes, Mazda Canada is looking for you.

Working with the Customer Assistance Centre, this position provides first point of contact with current and potential customers and external parties to meet and satisfy general inquiries. The Customer Assistance Representative (Bil.) has the following areas of responsibility: obtain customer information and data, answer general customer inquiries, review customer concerns with appropriate internal and external parties, input consumer data and file information into defined databases, contact other departments and dealerships, and perform outbound follow up calls.

Essential Duties include (but are not limited to):

• Respond to customer inquiries within contact center operations and quality standards
• Determine customer needs and concerns through questioning and active listening
• Review individual customer files, providing mediation based on MCI policies and procedures
• Generate letters and emails to customers
• Follow up with customers as required through letters, emails and telephone calls
• Evaluate the need to escalate customer inquiries and review with the Supervisor, Customer Assistance
• Administer customer requests for personal information changes
• Learn and stay current with policies and procedures, MCI product information and online resource tools
• Fulfill requests through contact with appropriate departments or third parties such as dealers and field representatives to make decisions
• Handle Product/Service/Repair/Marketing/Vehicle Sales inquiries
• Place outbound calls as required to meet marketing program initiatives
• Participate in focus groups and special assignments as directed

Qualifications (Experience, Knowledge & Skills Required):

• High School (OSSD)
• Post-secondary education is an asset
• Bilingual (ENG/FRE) is required
• Automotive and Contact Centre background an asset
• Minimum 1-2 years previous Customer Relations/Service experience
• Knowledge of Microsoft office applications
• Typing and keyboard proficient
• Strong verbal and written communication skills
• Demonstrated capability to focus on customer’s needs (internal and external)
• Be highly motivated with the ability to work independently and within a team environment
• Strong time management, problem solving, and decision making skills
• Strong conflict resolution, negotiation, and objection handling skills

Mazda Canada Inc. is an Equal Opportunity Employer and upon request by the applicant, accommodations will be provided in all parts of the hiring process.

Mazda Canada Inc. is an Employer Partner of the Canadian Center for Diversity and Inclusion, Diversio, Empowering Auto Conference and Equitek Employment Solutions. Our Charity Partners are Indspire and Pathways to Education.

Mazda Canada Inc. is a proud recipient of the Top 100 Greater Toronto Area Employers for 10 years consecutively.

Thank you for your interest in this position!