Customer Care Associate in Ottawa, Ontario

Customer Care Associate – 0004XR

Posting Date: Nov 28, 2024, 2:47:40 PM

Primary Location: Ontario-Ottawa

Job Type: Permanent

Schedule: Full-time

Description

Export Development Canada (EDC) is a financial Crown corporation dedicated to helping Canadian businesses make an impact at home and abroad. EDC offers financial products and knowledge to help Canadian businesses confidently enter new markets, reduce financial risk, and grow their business.

When you join our team, you’ll be helping Canadian businesses learn the endless possibilities that open to them through export and help bring their vision, passion, and innovation to the world. Your knowledge and expertise will support more than 25,000 Canadian businesses and their customers in as many as 200 markets worldwide. You’ll work amongst the best and brightest in an inclusive, collaborative environment that fosters professional development and success. And you’ll know that you’re making an impact every day – for businesses, for Canada and for the people you work with.

Are you ready to make an impact? Join EDC, recognized as a Top 100 and Top Family-Friendly Employer, as we take on the risk so Canadian businesses can take on the world. #LI-Hybrid

Team and Job Overview

EDC Customer Care is a centralized team, who acts as the first point of contact for Canadian companies, EDC customers, and partners to support and service EDC’s products and solutions. The successful candidate will provide value-added customer service at different points of the customer journey from discovery to servicing. They will use various tools, as well as their professional judgment to investigate and resolve customer inquiries fairly and effectively. They will actively listen and engage in professional discussions to resolve issues, provide EDC product and service information, identify new business opportunities and navigate Canadian companies to their next step which may include handing off to relevant teams at EDC or to our partners as part of the Canadian trade ecosystem. They will adhere to internal and external service level agreements to provide timely and valuable responses to customer inquiries by telephone, email and digital channels, consistent with set service and quality standards. They will enhance the overall customer experience through strong operational management and work to help improve processes and service offerings for our customers by collecting and sharing customer feedback and collaborating with team members and internal stakeholders on an ongoing basis.

We are looking for a highly motivated, goal-oriented individual who has an ability to prioritize, manage expectations and provide exceptional customer service to Canadian companies, our partners as well as EDC’s internal business teams.

Key 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

Screening Criteria:

• Undergraduate degree in Business Administration, Finance, Economics or combination of college diploma and relevant work experiences

• Flexibility in 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)

Assets:

• 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

Compensation Details:

• Customer Care 13: Salaries typically range from $49,694 to $66,259 annually, based on qualifications and experiences, plus a performance-based incentive

Location

• Export Development Canada is a hybrid work environment.

• This role may be performed from EDC’s headquarters in Ottawa, or from the Community Hub in Toronto, Mississauga, Calgary, Montreal, Laval, Brossard, Vancouver, or Halifax.

• Relocation assistance is available for eligible candidates.

EDC’s Commitment to Employment Equity

EDC is committed to employment equity and achieving a diverse workforce. EDC actively encourages applications from women, Aboriginal peoples, visible minorities, persons with disabilities and members of the 2SLGBTQI community. If selected for an interview, please advise us if you need any special accommodation.

How to apply

Only candidates selected for an interview will be contacted. : Application deadline : Dec 13, 2024, 10:59:00 PM If selected for an interview, please advise us if you require special accommodation. Candidates must meet the requisite government security screening requirements. :

Req ID: 0004XR