Ensure every customer enjoys a seamless acquisition and ownership journey, marked by attentiveness and bespoke service at every touchpoint.
Respond promptly and professionally to all inbound communications, including phone, email, and SMS—demonstrating a refined and courteous approach.
Identify, report, and monitor high-risk cases, collaborating closely with the Genesis Field team to deliver thoughtful solutions.
Exercise sound judgment in assessing and approving goodwill gestures for guests and distributors, ensuring each decision aligns with Genesis’ premium standards.
Proactively seek opportunities to surprise and delight guests through personalized messages or thoughtful gifts, reinforcing the brand’s commitment to memorable experiences.
Provide timely and insightful reports on guest interactions, highlighting trends and anomalies to inform continuous improvement.
Foster trust and collaboration with Genesis Distributors, Experience Managers, and Ownership Managers, cultivating a unified approach to guest satisfaction.
Monitor and engage with guest reviews across Genesis Motors Canada’s digital platforms, upholding the brand’s reputation for excellence.
Maintain comprehensive knowledge of all sales programs, marketing initiatives, product offerings, and aftersales services to provide authoritative guidance.
Build and nurture relationships with internal Genesis departments and Hyundai partners to facilitate swift and effective guest resolutions.
Work synergistically with the Guest Experience, Field Operations and broader Genesis team, contributing ideas that elevate the overall guest experience.
Demonstrate initiative by proposing enhancements that advance Genesis’ reputation for exceptional guest experience.
Requirements
Completion of an undergraduate degree/post-secondary diploma …or an equivalent combination of experience and education
2+ years of relevant experience in same or similar function
Excellent oral and written communication skills and a professional telephone manners are required.
Excellent analytical and problem-solving skills
Analytical thinking skills are required to ensure that there is the highest level of accuracy in data mining and reporting
Self-motivated with strong time management skills
Process Driven
Strong organizational skills
Fully Bilingual (English/French) is a requirement.
Excellent interpersonal and relationship-building skills
Proficiency in MS Office
Customer Service experience in a luxury retail environment is an asset
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