Customer Commitment Manager

Adecco is currently hiring for a Customer Commitment Manager for our client in the Luxury Automotive Industry.

In this role, the Customer Commitment Manager ensures a unique purchase and ownership experience in line with the Client's standards that exceeds the customer’s expectations in order to maximize customer satisfaction.

The focus of this role is to provide exclusive support for customers by actively anticipating their needs and establishing high-quality interactions through either direct contact with the customer or in conjunction with the dealers. 

This is an 12month contract with opportunity for a extension.

Location: North York

Why Work for Adecco? 

  • Hourly great pay $35/hr-$38/hr + 4% vacation pay
  • Paid weekly and accurate and on time
  • Medical and dental benefits once qualified
  • Strong health and safety programs
  • Generous referral bonuses
  • Responsibilities:

  • Manage escalated Canadian customer cases beyond the scope of the Company Call Centre.
  • Directly engage with customers as the liaison to resolve critical concerns between the customer, dealer, and/or manufacturer.
  • Manage the process for tracking and resolving customer complaints and concerns, including the administration and management of the customer goodwill budget.
  • Establishing Customer Satisfaction targets and monitoring of key KPIs, including dealer process coaching/training.
  • Point of contact for Roadside Assistance. Ensure an exceptional customer experience for all  customers at this critical touch point.
  • Ensure adherence to Company standards when dealing with customers in cooperation with relevant subsidiaries, the PCS, and Roadside Assistance.
  • Support network of dealer Customer Concierges via group empowerment through training/coaching and coordination.  Maintain and develop Customer Concierge job role based on PAG worldwide program to suit Canadian market requirements.
  • Development and implementation of service process optimization projects, including IT and system-related improvements to increase efficiency and improve dealer and customer satisfaction.
  • Support in customer-facing regulatory matters, including product recalls and product certification.
  • Qualifications:

  • Bachelors’ Degree in Hotel Management / Hospitality, Business, Engineering, and/or completed apprenticeship or commercial training with the focus on service management
  • 5 years experience in Customer Relations
  • Automotive knowledge and/or industry experience preferred
  • Project management training/skills
  • Proficient computer skills including all Microsoft office applications
  • Excellent verbal and written language skills in English and French. German language skills considered an asset.
  • Ability to deal with stressful situations, conflict management skills, assertiveness and a very high degree of customer orientation.
  • Confidence, empathy, and sensitivity in dealing with customers and their needs. 
  • Ability to multitask and manage cross-functional processes/projects with an entrepreneurial approach
  • If you are interested in the Customer Commitment Manager position, don’t delay and apply now and hear back from our Recruiters shortly!

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    • Apply with Adecco

    Reference number CA_EN_1_026659_1690892

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