Sr. Customer Care Associate (Bilingual English/French)

Who We Are: Hyundai Capital Canada (HCCA) is the Canadian captive finance business for Hyundai Motor Group.  We go to market under the service brands Hyundai Motor Finance, Kia Motors Finance and Genesis Finance.  Though a network of over 450 Hyundai and Kia dealerships nationwide, we provide indirect vehicle financing and leasing solutions to consumers and commercial customers.  

Employee Value Prop and Culture: Our employees contribute every day to a culture that is fast-paced, dynamic, energized, agile, and collaborative. From our various employee programs to the unique design of our offices, we strive to foster a connected, fun, positive and rewarding company culture where employees feel appreciated for their contributions, proud of their company, and passionately invested in HCCA's success. 

Global One Company: Many countries. One identity.  Hyundai Capital has offices across the world, including South Korea, the United States, China, the United Kingdom, Germany, and Brazil.  Our work environments are designed with specific themes in mind to achieve a consistent global identity that reflects our values: simplicity, collaboration, elements of nature and symmetry.

Position Summary: 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. 

Duties & 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.

 

Work Experience:

• 3+ years of experience in customer facing role, or call center environment preferred 
• Automotive finance experience  a plus
• Experience in corporate work environment preferred

Education: 

• College Diploma or University degree preferred

Knowledge, Skills & Abilities: 

• 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.

Hyundai Capital Canada Inc. is committed to acknowledge applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.

This posting is for an active, existing vacancy. Hyundai Capital Canada is currently hiring for this role and applications are being reviewed as part of a live recruitment process.