Senior Customer Care Representative
Laurent, St, Quebec, Canada
6d ago


As the captive finance company of the Audi, Ducati and Volkswagen brands in Canada, VW Credit Canada, Inc., also known as Audi Finance and Volkswagen Finance, is a wholly owned subsidiary of VW Credit, Inc.

Audi Finance and Volkswagen Finance offers a wide range of leasing, retail financing and protection plans expertly tailored to meet the needs of our Customers.

Additionally, we provide commercial financing products to Audi and Volkswagen Dealers to support expanding dealership capabilities and enhancing overall operations.

Role Summary The primary role of the Senior Customer Service Representative is to provide exceptional service in addition to acting as an ambassador to our Volkswagen and Audi customers and dealerships.

The individual will be responsible for supporting the supervisor(s), co-workers, and the customer service department in day-to-day activities Key Responsibilities

  • Act as a subject matter expert for tasks, policies and procedures assigned and executed within the department and be a resource person to guide and support representatives and answer questions about MS Teams.
  • Assist in the organization of customer requests received via email and eComm. Ensure categorization and distribution of workload to representatives.
  • Manage and resolve escalated customer calls referred by representatives and / or the management team.
  • Complete and follow up on administrative tasks such as : validate and approve all customer letter requests, manage queues requiring approvals, and make necessary corrections on customer accounts and any other related tasks.
  • Participate in taking inbound calls and answering emails to support the team by practicing the quality assurance program.
  • Formal education

  • College diploma (DEC)
  • Preferred : University diploma
  • Experience

  • Two years experience in customer service, preferably in a call center environment
  • One year of experience in complaint management and resolution
  • General knowledge of credit and the automotive industry
  • Competencies

  • Strong oral and written communication skills in both French and English
  • Excellent telephone etiquette
  • Knowledge of the products / services of the company
  • Negotiation skills
  • Work schedule

  • Schedules staggered in rotation from 8am to 9pm, Monday to Friday.
  • 37.5 hour work week.
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