Associate, Loyalty

4 days ago

Old Toronto, Canada Hyundai Capital Full time

Job Description - Associate, Loyalty & Retention Center (French/English Bilingual) (240000CF)

Job Description

Associate, Loyalty & Retention Center (French/English Bilingual) - ( 240000CF )

Description

Who We Are: Hyundai Capital Canada (HCCA) is the Canadian captive finance business for Hyundai Motor Group. We go to market under the service brands Hyundai Motor Finance, Kia Finance and Genesis Finance. Through a network of over 450 Hyundai and Kia dealerships nationwide, we provide indirect vehicle financing and leasing solutions to consumers and commercial customers.

Employee Value Prop and Culture: Our employees contribute every day to a culture that is fast-paced, dynamic, energized, agile, and collaborative. From our various employee programs to the unique design of our offices, we strive to foster a connected, fun, positive and rewarding company culture where employees feel appreciated for their contributions, proud of their company, and passionately invested in HCCA's success.

Global One Company: Many countries. One identity. Hyundai Capital has offices across the world, including South Korea, the United States, China, the United Kingdom, Germany, Russia, and Brazil. Our work environments are designed with specific themes in mind to achieve a consistent global identity that reflects our values: simplicity, collaboration, elements of nature and symmetry.

The Associate, Loyalty & Retention Centre will be responsible for providing an exceptional customer service experience by efficiently making outbound phone calls to our existing lease and retail customers, handling emails, and addressing escalation cases for all Hyundai, Kia and Genesis brands. The associate will be responsible for meeting all assigned SLAs. In addition, the associate will support the Manager, Loyalty & Retention with various assigned tasks. The Associate will work the rotating shifts between the hours of 8: 30 am to 8 pm EST.

Duties and Responsibilities: 

1. Conduct daily outbound calls to lease customers and provide accurate and precise lease-end loyalty incentive information, discuss lease-end options, gather customer intent, and generate hot and soft leads to support dealer/OEM sales and HCCA retention

2. Conduct outbound calls to lease or retail customers eligible for special sales campaigns and provide accurate and concise program information to support dealer/OEM sales and HCCA retention

3. Update the servicing system with detailed and clear notes and update customer intent after each call

4. Ensure all KPIs are achieved on a daily/monthly basis - daily outbound call targets, QA score, average handling time for calls, etc.

5. Identify customers’ questions, concerns, and complaints in a compassionate, prompt, and courteous manner and provide effective solutions

6. Maintain a high level of professionalism and establish a positive rapport with every customer by providing exceptional customer service

7. Impact the company's bottom line by problem-solving and turning frustrated customers into brand ambassadors

8. Manage time effectively to ensure prompt customer/dealer callbacks and follow-ups

9. Successfully complete monthly and quarterly training courses to support job function

10. Handle customer/dealer emails received in a shared inbox

Qualifications

  • Previous experience in customer facing role, or call center environment preferred 
  • Automotive finance experience is a plus
  • Experience in corporate work environment preferred
  • College Diploma or University degree preferred
  • Bi-Lingual French Canadian/English required - Ability to communicate clearly both verbally and written in both languages
  • Demonstrated ability to build positive productive relationships with a variety of internal and external stakeholders; along with the ability to gain cooperation and commitment from others
  • Self-starter who is team-oriented and results-driven.
  • Capacity to work flexible work hours, which may include day, evening, and weekend shifts
  • Ability to work independently and proactively problem solve

Hyundai Capital Canada Inc. is committed to acknowledge applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.

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