Description
At Ford Credit Canada, you'll play a vital role in enhancing the company's reputation as a best-in-class lender.
As a Bilingual (English & French) Customer Service Representative, you will work within a large team to provide personalized service and professional expertise to customers.
Your main responsibilities will include making a positive impact on every customer interaction, engaging with customers, and helping the company meet or exceed customer satisfaction goals.
You will work directly with customers to navigate their finance or lease journey, resolve complex inquiries with precision, and provide professional expertise to build long-term loyalty.
The goal is to ensure every interaction is seamless while advancing Ford Credit Canada's reputation as a customer-focused industry leader.
Responsibilities
- Provide superior customer satisfaction by delivering excellent customer experience with each customer contact
- Positively support the company by using professional judgment and promoting company products and initiatives with customers
- Problem-solve and analyze by reviewing account history to understand the customer's financial situation and determining the most effective course of action to mitigate loss
- Follow established procedures by adhering to Ford Credit's policies and guidelines for your work area
- Deliver professional representation by acting as a brand ambassador for Ford Credit and resolving sensitive financial situations with empathy, firmness, and professionalism
- Adapt and pivot by managing a high volume of inbound and outbound calls in a fast-paced environment and adjusting quickly to changing priorities and account cues
- Participate actively in team meetings, sharing insights and collaborating with colleagues
- Engage in constructive feedback by being comfortable giving and receiving feedback from peers and supervisors
- Support team and company goals by demonstrating flexibility and a willingness to take on new tasks or adapt to changes
- Use company resources responsibly by utilizing company email and internet access in accordance with established company policies
Qualifications
- High School Diploma or Canadian Adult Education Credential (CAEC) Equivalency
- Excellent communication skills (written and verbal) in both French and English
- Strong ability to handle difficult conversations and probe for information while maintaining a professional demeanor
- Proficiency in MS Office (Word, Excel, Outlook) and the ability to learn internal account management software
Preferred Qualifications
- Previous experience in collections, credit, or a high-volume financial services environment where negotiation was a primary task
- Ability to perform multiple tasks simultaneously and pivot to other work requirements as needed
- Experience working effectively in a remote team environment
Salary
The expected annual salary for this Ford Credit Canada position is $45,760.00 - $53,872.00, and individuals may also be eligible to participate in the Quarterly Flexible Bonus Rewards program.