Customer Care Associate, Customer Care (10 months)
Export Development Canada (EDC) supports Canadian businesses to succeed globally by providing financial tools and expertise. The Customer Care Associate will serve as the first point of contact for customers, addressing inquiries and enhancing the customer experience through effective communication and operational management.
Responsibilities
- First point of contact for Canadian companies, EDC customers and partners when engaging through our digital channels with an objective of optimizing first call resolution
- Responds to all policy administration inquiries for our insurance customers while providing technical and portal navigational support
- Provides support to all current or new MyEDC account holders, helping them register, navigate, and resolve any technical issues they are experiencing with the portal
- Actively listens and engages in professional discussions to resolve issues, providing EDC product and service information, identify new business opportunities and navigate Canadian companies to the next step in their journey which may include handing off to relevant teams at EDC or to our partners as part of the Canadian trade ecosystem
- Liaises with business teams across value streams in support of customer needs
- Targets and delivers department service level agreements
- Documents all customer interactions using available tools and systems
- Ability to excel in a team environment, is passionate about customer satisfaction and strives towards operational effectiveness
- Communicates effectively, demonstrates a growth mindset and high level of engagement
- Regularly raises customer feedback and documents it for shared learnings and process improvement purposes
Skills
- Undergraduate degree in Business Administration, Finance, Economics or combination of college diploma and relevant work experiences
- Must be able to work schedule between the hours of 8:00 a.m. to 8:00 p.m. EST Monday to Friday
- Effective communication skills
- Excellent listening, trouble shooting and probing skills
- Able to apply analytical skills and good judgment/problem-solving skills when assisting a customer or prospect
- Must be comfortable with handling a high volume of daily inbound inquiries over the telephone and email
- Strong team player
- Strong knowledge of computer applications (e.g., Word, Excel, Outlook, and other related programs) and ability to work with computer-based applications (client management and contact center systems)
- Ability to fluently handle phone calls and email correspondence in both official languages (English and French)
- Prior experience in financial services or international trade
- Experience in a customer contact centre or customer service
- Experience using ServiceNow CSM module
- Experience using Genesys Cloud
Benefits
- Comprehensive Benefits
- Work-Life Balance
- Professional Development
- Inclusive Culture
- Wellness Programs
- Community Engagement
Company Overview