Bilingual Customer Advocacy Specialists

Description

What it means to be a star

Without the stars that represent a team, a brand alone is incomplete.

Mercedes-Benz Canada represents not only the world’s oldest automotive brand, but one that is at the cutting-edge of sustainability, design, technology, fashion and popular culture.

The iconic three-pointed star is always looking for the best and brightest to support its growth as a true luxury brand.

We are seeking individuals who want to be in the driver’s seat of this transformation, working alongside talented colleagues who represent the Mercedes-Benz values and who are ready to add their talent to the brand’s ever-evolving story.

How your role will add to the story:

Customer Advocacy Specialists are experts in customer experience management and are responsible for managing and resolving customer escalations and complaints received by the Customer Assistance Centre (CAC). Key areas of focus include proactively collaborating with key resources within Mercedes-Benz Canada, dealer partners and vendors to expedite and resolve customer issues in a timely manner.

Customer Advocacy Specialists are able to quickly recognize potential customer dissatisfaction and retention issues during the course of the ownership process. They build strong relationships with our dealer partners and regional managers to proactively address and resolve customer concerns. They also proactively support the Vendor & Operations Manager by providing continuous feedback to ensure our vendors collaborate and meet our quality standards.

As an industry leader and luxury brand, we pride ourselves in delivering outstanding products and services. Our Customer Advocacy Specialists are brand advocates and deliver a best-in-class customer experience that supports and strengthens brand loyalty.

A day in the life

• Ensures customer complaints and escalations across all channels and service types are resolved to a high standard in a customer-centric, professional, and timely manner. Customer Advocacy Specialists are also responsible for managing escalations on behalf of the Office of the CEO and to handle product liability cases, Canadian Motor Vehicle Arbitration Plan (CAMVAP) claims, Better Business Bureau (BBB) and Board of Management (BoM) cases.
• Builds strong relationships with dealer partners and regional teams. Proactively identifies customer experience issues and advocates on behalf of customers to promote a best-in-class customer experience at all levels. Proactively share feedback with the Vendor and Operations Manager when required.
• Provides guidance, coaching and ad-hoc training support to the Tier 1 Customer Assistance Team on customer experience and case handling topics.
• Supports the achievement of KPI’s for Customer Satisfaction, Case Resolution and Response Times.
• Participates in team meetings, call quality coaching sessions, and training on new products and services.
• Discussing and solutioning customer escalation cases from Regional Managers, Technical Services, Warranty Operations, Vehicle Campaigns, Parts Logistics, Marketing, Sales, Distribution, Product Management, Marketing.
• Transferring and routing customer calls and enquiries to appropriate external vendors as required. Providing individual feedback and recommendations on case handling best practices.
• Case escalation, follow up and resolution.Advocating on behalf of the customer and negotiating best outcomes, balancing the needs of the customer, dealer, and Mercedes-Benz Canada.

Mercedes-Benz Canada is committed to fostering an inclusive, equitable, and accessible environment where all employees and customers feel valued, respected, and supported. While we thank every applicant for their interest in joining our iconic brand, we will only contact applicants selected for an interview.

Testimonials from several Mercedes-Benz Canada stars, from an intern to an executive:

“Mercedes-Benz is more than a car brand; it’s a futuristic, technological brand continuing to research and evolve its strategy as a digital and luxurious company, all while championing sustainable initiatives.”

“This company grants its members the opportunity to professionally grow and discover the extent of the brand and its presence in all countries. You are granted the opportunity to drive innovation in several sectors, as this company allows you to take your career wherever you like with our very robust framework of opportunities, whether it’s rotations, international assignments, education programs and more.”

“As an intern, I feel a great sense of responsibility and accountability at Mercedes-Benz. The high level of responsibility and contribution found in our internship programs is unlike my experience anywhere else.”

“Most people, if not everyone, seek a great balance of life at work and outside of it. At Mercedes-Benz, not only does your work life grant you exciting opportunities, but you are also afforded great understanding of your time outside of work - including the right to disconnect.”

“Working for Mercedes-Benz, it’s certainly the brand and the pillars - but at the end of the day, once you’re in, it’s about the people, the experience, diverse cultures and backgrounds, everyone’s experience driving in one direction.”

Qualifications

Mercedes-Benz Star skills, requirements & traits:

• Postgraduate diploma with relevant work experience
• Bilingual – Excellent verbal and written communication skills in English and French
• Experience working for a luxury brand / and or for the automotive industry
• Exceptional customer service skills with the desire to always exceed customer expectations
• Excellent problem solving and issue resolution skills, including the ability to think outside the box and identify creative solutions
• Excellent interpersonal skills with the ability to establish working relationships with individuals at varying levels within the organization
• Effective organization and time management skills with the ability to work under pressure
• Reliable, trustworthy, ability to meet the needs of a discerning and diverse client base
• Confident and comfortable using technology and digital services
• Bold, innovative and enjoy challenging yourself
• Honest and professional, a strong team player
• Big picture thinker, go-getter, self-starter

Being a Mercedes-Benz star has its benefits:

• Commitment to inclusion & diversity
• Ever-evolving brand strategy granting opportunities to build business acumen
• Training development and career growth opportunities
• Benefits to support work-life balance/integration
• A strong portfolio of corporate social responsibility initiatives
• State of the art working facilities
• Vehicle purchase and experience programs
• Comprehensive health, dental, and pension programs
• Recognition rewards and discount programs