Sr. Customer Care Associate (Bilingual English/French)

Hyundai Capital America • Toronto, ON

1d

About The Position

The Sr. Customer Care Associate will be responsible for providing exceptional customer service experience by efficiently answering phone calls, emails, and escalation cases for all Hyundai, Kia and Genesis brands. The associate in this expanded role will be responsible for meeting the department SLAs while ensuring the team members are able to meet theirs. Also, the associate will facilitate ad-hoc coaching and training to other customer care associates. In addition, the associate will support the Manager, Customer Care with various assigned tasks. The Associate will work the rotating shifts between the hours of 8: 30 am to 8 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

• 3+ years of 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 and emails 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
• Handle complaints and escalations when necessary. Escalate matters to appropriate teams or departments as needed. Follow-up with customers and/or dealers on complaint and/or question resolution status. Working on ad-hoc requests from Manager etc…
• Assist with Ad-hoc coaching and training sessions for new hires
• Manage Customer Care Queues, ad-hoc letter generation and other Servicing related tasks.

What This Job Offers

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