Customer Care Associate (Bilingual French/English)

Hyundai Capital • Toronto, ON

2d

About The Position

Hyundai Capital Canada (HCCA) is the Canadian captive finance business for Hyundai Motor Group, operating under the service brands Hyundai Motor Finance, Kia Finance, and Genesis Finance. We offer indirect vehicle financing and leasing solutions through a network of over 450 Hyundai and Kia dealerships and 30 Genesis distributors nationwide. Our employees contribute to a fast-paced, dynamic, energized, agile, and collaborative culture. We aim to create a connected, fun, positive, and rewarding workplace where employees feel appreciated, proud, and invested in HCCA’s success. Hyundai Capital has a global presence with offices worldwide, and our work environments reflect our global values: simplicity, collaboration, symmetry, and elements of nature.

The Associate, Customer Care is responsible for delivering an exceptional customer service experience by efficiently handling phone calls and escalation cases for all Hyundai, Kia, and Genesis brands. This role requires meeting all assigned Service Level Agreements (SLAs). Additionally, the associate will assist the Senior and Manager, Customer Care with various assigned tasks. The position involves working rotating shifts between 8:30 am and 8:00 pm EST.

Requirements

• Bi-Lingual French Canadian/English required.
• Ability to communicate clearly both verbally and written in both languages.
• Demonstrated ability to build positive productive relationships with a variety of internal and external stakeholders; along with the ability to gain cooperation and commitment from others.
• Self-starter who is team oriented and results driven.
• Capacity to work flexible work hours, which may include day, evening and weekend shifts.
• Ability to work independently and proactively problem solve.

Nice To Haves

• Previous experience in customer facing role, or call center environment preferred.
• Automotive finance experience a plus.
• Experience in corporate work environment preferred.
• College Diploma or University degree preferred.

Responsibilities

• Answer incoming calls regarding lease and loan accounts in an efficient manner.
• Update the servicing system with detailed and clear notes after each call.
• Identify customer’s questions, concerns, and complaints in a compassionate, prompt and courteous manner and provide effective solutions.
• Maintain a high level of professionalism with customers and establish a positive rapport with every customer.
• Meet or exceed the key performance indicators.
• Impact the company's bottom line by problem solving and turning frustrated customers into repeat customers.
• Escalate matters to appropriate teams or departments as and when needed.
• Follow-up with customers and/or dealers on complaint and/or question resolution status.
• Manage Customer Care Queues, letter generation and other tasks in the servicing system.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree