What are the responsibilities and job description for the Bilingual Mediation Specialist – Tier 2 position at Jobgether?
This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Bilingual Mediation Specialist – Tier 2 based in Canada.
This role is a critical escalation point within a customer care and mediation environment, focused on resolving complex customer complaints and high-impact service issues.
You will act as a key liaison between customers, dealers, and internal business teams to ensure fair, consistent, and brand-aligned resolutions.
Working remotely, you will manage escalated cases, assess sensitive situations, and apply structured conflict resolution approaches to de-escalate concerns effectively.
The position requires strong judgment, professionalism, and the ability to navigate cross-functional discussions to reach consensus on case direction.
You will also contribute to customer retention efforts by handling financial assistance requests and identifying solutions that balance customer satisfaction with business objectives.
It is a high-responsibility role where communication, diplomacy, and problem-solving directly influence customer experience and brand reputation.
- 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.
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.
Benefits:
- Competitive hourly compensation ranging from $30 to $36 per hour.
- Fully remote work arrangement (5 days per week from home).
- Occasional access to office workspace when required.
- Opportunity to work in a high-impact customer mediation and escalation environment.
- Exposure to cross-functional collaboration with multiple business units and stakeholders.
- Potential for skill development in conflict resolution, negotiation, and customer retention strategies.
- Inclusive workplace with accommodations available upon request during the hiring process.
- Stable 12-month contract opportunity with potential for valuable professional experience in a national-scale organization.
How Jobgether works:
We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.
We appreciate your interest and wish you the best!
Why Apply Through Jobgether?
Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.
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Salary : $30 - $36