Customer Service Rep Bilingual French - CDN Dealer Services

CA-ON-Toronto
Requisition ID
2017-30366
Employee Type
Full Time-Regular
Category
Customer Experience / Customer Service

Overview

The Customer Service Rep – Bilingual French is responsible to provide proficient customer service on an ongoing basis and respond to lessee/dealer needs. They are responsible for call resolution or qualification should the call need to be directed to another specialized department. The purpose of this role is to optimize customer experience and facilitate active communication between the customer, dealer and GM Financial to ensure that superior customer relationships with the lessee and the dealer are achieved. The bulk of the calls are Incoming calls however, they may be required to make an outbound call in response to a voicemail, fax, email or mail inquiry for further information or clarification.

 

GM Financial has a mandate to support GM Canada with the acquisition and ongoing management of customers to promote retention, loyalty, and growth.  You are at the center of this mission.  Our Customer Service Representatives are the best in class for engaging with customers and providing a top level customer experience.  If you are customer focused, high energy, focused on results, and looking for the next step in your career, apply to be a part of a dynamic team. 

Responsibilities

Job Duties

Respond to customer inquiries by phone or through correspondence in a Bilingual call center environment. (50%)

  • Calculate and provide buyouts quotes, verbal and written,  in response to lessee/dealer requests
  • Inform clients on company procedures and policies
  • Initiate and complete changes or updates to the customer file through direct system updates
  • Provide superior customer service in every interaction to foster customer satisfaction and retention

Respond to written communication/voicemail/email. (30%)

  • Co-ordinate special requests with other departments
  • Pull and provide documentation upon request
  • Maintain a standard of confidentiality as per Company requirements
  • Process, distribute and follow up on incoming fax communication
  • Process and respond to emails as distributed through the client services resource email

Provide positive resolution to client enquiries either verbally or written (10%)

  • Demonstrate customer centric approach to all lessee and dealer communications 
  • Act as liaison between dealers and lessees to foster and enhance communication , and maximize the overall customer experience
  • Facilitate interdepartmental communication to ensure timely and customer centric resolution of lessee and dealer issues
  • Make decisions within established guidelines and policies
  • Keep abreast of changes in policy and procedure

 

Work on special projects as assigned within deadlines (5%)

 

Provide reception relief on a regular basis. (5%)

 

Working Relationships

Reporting Relationship: Team Leader Customer Service

Direct Reports: None

 

Qualifications

Education

  • High school diploma required

Experience

  • Customer service or call center experience is an asset
  • Automotive experience is an asset

Knowledge/Skills

  • Fluent in English and French, oral and written
  • Strong analytical and decision making skills
  • Results oriented and deadline focused
  • Strong verbal and written communication skills
  • Ability to handle sensitive information in a confidential manner
  • Excellent interpersonal skills necessary to interact effectively with external and internal customers at all levels of the organization
  • Ability to plan, organize and multi-task
  • Customer focused
  • Strong mathematical skills
  • Ability to work independently and on a team
  • Proficiency with MS Office
  • Available to work shifts ranging from 8:00 am to 8:00 pm (flexibility required)

Working Conditions

Physical Demands

  • Maintaining one position – Frequent
  • Sitting – Continuous
  • Repetitious body motions - Frequent
  • Typing – Continuous
  • Clicking of the mouse – Frequent
  • Writing – Frequent
  • Holding telephone - Frequent

Sensory Demand

  • Counseling
  • Talking to customers/clients
  • Taking telephone messages
  • Listening
  • Operating a switchboard
  • Taking direction and/or instructions
  • Talking to employees
  • Looking at computer screen - Continuously

Environment

None

Disagreeable Conditions/Hazards

  • Noise – Open Office

 

 

GM Financial is an equal-opportunity employer, and is committed to diversity and inclusiveness in its employment practices. Employees must meet qualification standards that are job-related and consistent with business necessity and must be able to perform the essential job duties of the position, with or without reasonable accommodation. If you require a specific  accommodation because of a disability or medical need, please contact  hrconnection@gmfinancial.com or call 1-866-411-4748.

 

 

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job.  They are not intended to be an exhaustive list of all responsibilities, duties and skills required of personnel so classified.  Your function may not be limited to this and changing duties and responsibilities should be expected to meet changing business requirements.

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