Customer Service Manager leading teams, KPIs, and order - to - cash improvements. Supporting Prollenium’s Canadian medical - device and dermal - filler operations.
EC
Customer Care Associate
Posted 2 weeks ago
About the role
- Customer Care Associate supporting Canadian businesses, EDC customers, and partners through bilingual phone, email, and digital service. Resolving inquiries, supporting MyEDC, and improving customer processes.
Responsibilities
- Serve as the first point of contact for Canadian companies, EDC customers, and partners
- Provide professional service in English and French across phone, email, and digital channels
- Optimize first-contact resolution
- Respond to policy administration inquiries and provide technical support and portal navigation assistance
- Support MyEDC account holders with registration, portal navigation, and technical issues
- Investigate and resolve customer issues and provide EDC product and service information
- Identify new business opportunities and navigate Canadian companies to appropriate next steps
- Hand off customers to relevant EDC teams or Canadian trade ecosystem partners when appropriate
- Liaise with business teams across value streams to support customer needs
- Deliver departmental service level agreements
- Document customer interactions using available tools and systems
- Raise and document customer feedback for shared learning and process improvement
- Collaborate with team members and internal stakeholders to improve processes and service offerings
Requirements
- Undergraduate degree in Business Administration, Finance, Economics, or a combination of college diploma and relevant work experience
- Must be able to work between 8:00 a.m. and 8:00 p.m. EST, Monday to Friday
- Strong verbal and written proficiency in both English and French
- Strong knowledge of computer applications such as Word, Excel, Outlook, and related programs
- Ability to work with client management and contact center systems
- Ability to handle a high volume of inbound telephone and email inquiries
- Excellent listening, troubleshooting, and probing skills
- Analytical, judgment, and problem-solving skills
- Strong team player
- Prior experience in financial services or international trade is an asset
- Experience in a customer contact centre or customer service is an asset
- Experience using ServiceNow CSM module is an asset
- Experience using Genesys Cloud is an asset
- Must meet requisite government security screening requirements
- Preference given to candidates legally able to work in Canada at the time of application
Benefits
- Performance-based incentive for the permanent role
- Relocation assistance for eligible candidates in the permanent role
- Competitive compensation and benefits package
- Work-life balance
- Hybrid work options
- 3 to 4 weeks paid vacation
- Corporate closure period
- Summer early Fridays
- No-meeting Fridays
- Continuous learning opportunities
- Training programs
- Workshops
- Language training
- Inclusive workplace and employment equity
- Wellness initiatives
- Mental health support
- Fitness programs
- Volunteer opportunities
- Social responsibility programs
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