Bilingual Customer Care Associate (Permanent & Contract)

Export Development Canada | Exportation et développement Canada; Mississauga; Hybrid; CAD 50,000 - 68,000; Full time

Job summary

A leading company in Canada is seeking a Bilingual Customer Care Associate for a permanent and contract position. This role involves providing exceptional customer service to Canadian businesses, assisting with product information and resolving inquiries in both English and French. The successful candidate will thrive in a hybrid work environment, contributing to the team's success and enhancing overall customer satisfaction.

Benefits

Flexible benefits

Defined Contribution Pension Plan

Competitive vacation program

Comprehensive wellness programs

Professional Development support

Qualifications

• Fluent in English and French, able to handle inquiries in both languages.
• Ability to manage a high volume of daily inbound inquiries.
• Prior experience in customer service or financial services is an asset.

Responsibilities

• Act as first point of contact for inquiries from Canadian companies.
• Provide support for technical issues and policy administration inquiries.
• Document customer interactions and feedback for continuous improvement.

Skills

Effective communication

Listening skills

Problem-solving skills

Analytical skills

Customer satisfaction

Education

Undergraduate degree in Business Administration, Finance, or Economics

Tools

ServiceNow CSM module

Genesys Cloud

Microsoft Office (Word, Excel, Outlook)

Job description

Bilingual Customer Care Associate (Permanent & Contract)

Join to apply for the Bilingual Customer Care Associate (Permanent & Contract) role at Export Development Canada | Exportation et développement Canada

Bilingual Customer Care Associate (Permanent & Contract)

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Join to apply for the Bilingual Customer Care Associate (Permanent & Contract) role at Export Development Canada | Exportation et développement Canada

Join the EDC Team!

At EDC, we support Canadian businesses to succeed globally. We provide the financial tools and expertise they need to explore new markets, reduce risks, all towards the goal of making Canada and the world better through trade.

Join the EDC Team!

At EDC, we support Canadian businesses to succeed globally. We provide the financial tools and expertise they need to explore new markets, reduce risks, all towards the goal of making Canada and the world better through trade.

Position:Associate, Customer Care (Bilingual)

Employment Type:Permanent & Contract

Compensation Details

• Customer Care 13: Salaries typically range from $50,936 to $67,915 annually, based on qualifications and experiences, plus a performance-based incentive for eligible candidates.
  
  

Location:

• Export Development Canada operates in a hybrid work environment, currently requiring employees to work in the office 2 days per week.
• This role can be performed from EDC’s headquarters in Ottawa or from one of our Community Hubs located in Toronto, Mississauga, Montreal, Brossard, Laval, Calgary, Edmonton, Halifax, or Vancouver.
• Relocation assistance is available for candidates who meet the eligibility criteria.
  
  

About EDC

At Export Development Canada (EDC), we empower Canadian businesses to succeed globally. As a financial Crown corporation, we offer innovative financial solutions and expert insights to help businesses explore new markets, mitigate risks, and achieve growth.

Why Join EDC?

• Collaborate with a diverse, experienced team – Work alongside talented professionals who bring a wealth of knowledge and expertise to drive success.
• Thrive in a supportive, teamwork-driven environment – Flourish in a workplace where collaboration and mutual support are paramount.
• Impact global communities through sustainable growth in emerging markets – Make a meaningful difference by fostering sustainable development in key regions around the world.
• Recognized as one of Canada’s Top 100 Employers, Best Diversity Employers, and a Top 100 Family-Friendly Employers – Join a company that is celebrated for its commitment to excellence, diversity, and work-life balance.
  
  

Enjoy a Comprehensive Total Rewards Package

• Flexible benefits – Our program lets you choose coverage that suits your unique needs, including Medical, Dental, Life, and more. Plus, we offer additional Flex credits to tailor your plan even further.
• Defined Contribution Pension Plan – Secure your future with our generous matching program that helps you save for retirement.
• Competitive vacation program – Enjoy a work-life balance with our competitive vacation program, starting with 4 weeks of vacation and 2 floater days each year for permanent employees.
• Comprehensive wellness programs – Stay healthy and happy with access to wellness initiatives, mental health support, and fitness programs.
• Professional Development – Advance your career with our support for growth and development through conferences, language training, and educational opportunities.
  
  

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
• 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)
  
  

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
  
  

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.

Posting Date

May 23, 2025, 12:04:38 PM

Primary Location:

Ontario-Ottawa

Job Type

Permanent

Schedule

Full-time

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Application deadline

Seniority level

• Seniority level

  Entry level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Other

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