Bilingual Mediation Specialist – Tier 2
New
CanadaContractMiddle
Salary30 - 36 CAD per hour
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Job Details
- Languages
- Fully bilingual in French and English
- Experience
- 3+ years
- Required Skills
- SalesforceAnalytical SkillsCustomer service
Requirements
- Post-secondary education (college degree preferred).
- Minimum 3+ years of experience in contact center, customer service, or escalation management roles.
- Fully bilingual in French and English is required to support national customer and dealer interactions.
- Strong communication skills with the ability to manage sensitive and complex conversations professionally.
- Proven ability to de-escalate conflict and handle high-pressure customer situations effectively.
- Strong multitasking skills with the ability to prioritize and adapt in a fast-paced environment.
- Experience with case management systems (e.g., Salesforce) is an asset.
- Strong analytical and problem-solving abilities with sound judgment in decision-making.
- Ability to collaborate and influence cross-functional stakeholders to reach consensus.
- Experience or training in difficult conversations or conflict resolution is considered an asset.
Responsibilities
- Manage and resolve escalated customer cases received from Tier 1 support and internal/external stakeholders using case management systems.
- Investigate customer complaints and concerns, ensuring accurate documentation and thorough case analysis.
- Coordinate with internal business units to align on case direction and ensure consistent, brand-aligned resolutions.
- Lead and participate in cross-functional discussions and meetings to achieve consensus on complex or sensitive customer issues.
- Handle inbound and outbound calls with professionalism, tact, and a strong customer service mindset.
- Apply conflict resolution and de-escalation techniques to manage challenging customer interactions effectively.
- Review case handling approaches with mediation management and adjust strategies based on guidance and business needs.
- Support financial assistance or customer retention requests by identifying appropriate solutions.
- Ensure all communication and case handling meets organizational standards for quality, compliance, and customer experience.
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