Bilingual Customer Care Representative

Job Description

Bilingual Call center specialist

Location: Mississauga, ON (Full-Time, Salaried), Hybrid

About the Role

As a Bilingual Call center specialist, you will play a crucial role in managing lease return balances by contacting customers, negotiating resolutions, and ensuring timely collections. You will also collaborate with internal teams and external partners to enhance processes and improve the overall customer experience.

Key Responsibilities:

Customer Engagement & Collections

• Contact customers to arrange payment on lease-end balances and follow up on outstanding agreements.
• Mediate disputes between customers and dealerships, striving for solutions that maintain brand loyalty.
• Provide exceptional customer service, responding to inquiries and ensuring all documentation is properly handled.

Process Improvement & Collaboration

• Work closely with internal teams, including Remarketing and Collections, to optimize lease return processes.
• Identify and escalate high-risk accounts (e.g., credit risk, high balances) while proposing mutually beneficial solutions.
• Analyze data, identify trends, and recommend process enhancements.

What You Bring:

Education & Experience:

• Bachelor's degree in Business, Finance, Economics, or a related field (preferred).
• 2+ years of experience in remarketing, collections, or a similar role.

Technical Skills:

• Strong data analysis and problem-solving skills.
• Proficiency in Microsoft Office (Excel & Word).
• Excellent verbal and written communication in French and English.

Professional Skills:

• Negotiation & Conflict Resolution
• Relationship Building
• Time Management & Organization
• Strategic Problem-Solving