Customer Care Associate

3 weeks ago

Ottawa, Canada EDC Full time

**Customer Care Associate** - 0004BE

**Posting Date**: May 26, 2023, 1:13:23 PM

**Primary Location**: Ontario-Ottawa

**Job Type**: Permanent

**Schedule**: Full-time

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.

**Team and Job Overview**

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
- Strong team player

**Assets**:

- Prior experience in financial services or international trade
- Experience in a customer contact centre or customer service

**Salary Range**
- $48,000 - $72,000 + performance-based incentive
- Salary ranges and compensation structure are currently under review. We anticipate updates to be in effect in July 2023._

**How to apply

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