Mitsubishi Motor Sales of Canada, Inc. is an equal opportunity employer fostering an inclusive, accessible environment. We are committed to building an environment where all employees and customers feel valued, respected, and supported. Mitsubishi Motor Sales of Canada, Inc. will support applicants requiring accommodation during the recruitment process.
All employees are required to espouse MMSCAN’s company values, MMC WAY, and conduct themselves accordingly:
- Think of Our Customers First; Strengthen Trust
- Enrich Society
- Welcome All Facts; Share Difficult News First
- Conduct and Challenge Yourself Professionally
- and Respect All; Work as Part of a Broader Team
Use of Artificial Intelligence (AI)
MMSCAN does not utilize AI to review or assess applicants. All screening is conducted internally by a member of the HR team and/or the hiring manager.
PURPOSE
The Bilingual Coordinator, Customer Relations & Support provides resolution of customer satisfaction issues with Mitsubishi vehicles, parts, service, and/or dealers by resolving customer dissatisfaction, quickly, fairly, and effectively.
This role reports to the Manager, Customer Experience
RESPONSIBILITIES
- Answer Level I and Level II customer inquiries; collect facts, research customer needs and company positions, and act to resolve customer disputes within company guidelines and policies.
- Escalate case files to supervisors, managers, dealers, and regional staff as appropriate within adherence to Mitsubishi policies and procedures, perform daily follow-up to promote appropriate case closures.
- Identify patterns of customer problems, develop possible solutions, and advise supervisors, managers of emerging customer or vehicle issues.
- Provide complete and accurate documentation of customer contact transactions and follow-up in line with company policy and legal guidelines.
- Handle inquiries/concerns related to the VOR site (Vehicle Off-Road) to assist dealers and internal staff gain access or help with navigating the site.
- Evaluate recall reimbursement requests and approve/deny based on company policy. Coordinate refund payment with accounting.
- Perform other duties as assigned or required.
TYPICAL EDUCATION & EXPERIENCE
- 2 or more years wholesale/retail experience in the automotive or related industry.
- 3-5 or more years prior call center/customer service experience.
- Advanced written skills in both English and French are a must.
- High school diploma, GED, or equivalent certificate.
