Job Information
EDC Bilingual Customer Care Associate (Permanent & Contract) in Ottawa, Ontario
Bilingual Customer Care Associate (Permanent & Contract) - 00055L
Posting Date: Mar 28, 2025, 1:36:24 PM
Primary Location: Ontario-Ottawa
Job Type: Permanent
Schedule: Full-time
Description
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. #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
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 : Apr 11, 2025, 8:59:00 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: 00055L