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.