Customer Care Associate (Bilingual - English & French)

Job summary

The Customer Care Associate provides exceptional service by managing customer inquiries via phone and email for various automotive finance brands. They are responsible for maintaining accurate account records, resolving complaints, and meeting established performance indicators.

Job details

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 Finance and Genesis Finance. Through a network of over 450 Hyundai and Kia dealerships and 30 Genesis distributors 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 employee programs to the unique design of our offices, we strive to create a connected, fun, positive, and rewarding workplace where employees feel appreciated, proud of their company, and deeply invested in HCCA’s success. Global One Company: Many countries. One identity. Hyundai Capital has offices around the world, including South Korea, the United States, China, the United Kingdom, Germany, and Brazil. Our work environments follow consistent themes that represent our global values: simplicity, collaboration, symmetry, and elements of nature. Position Details: The 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 will be responsible for meeting all assigned SLAs. In addition, the associate will support the Senior and Manager, Customer Care with various assigned tasks. The Associate will work the rotating shifts between the hours of 8: 30 am to 8:00 pm EST. Duties and 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 customer 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 Work Experience: Previous experience in customer facing role, or call center environment preferred Automotive finance experience a plus Experience in corporate work environment preferred Education & Certification: High school diploma College diploma or university degree preferred Knowledge, Skills & Abilities: Bilingual 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 [Location Update] Effective June 2027, Hyundai Capital Canada’s head office will be relocated from downtown Toronto to the Airport Corporate Centre in Mississauga. 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.

What you’ll do

The Customer Care Associate provides exceptional service by managing customer inquiries via phone and email for various automotive finance brands. They are responsible for maintaining accurate account records, resolving complaints, and meeting established performance indicators.

Requirements

Candidates must be bilingual in English and French and possess previous experience in a customer-facing or call center environment. A high school diploma is required, while a college or university degree is preferred.

Listed skills

• Time management · Preferred
• French · Preferred
• Customer service · Preferred
• Teamwork · Preferred
• Problem solving · Preferred
• Communication · Preferred
• Data entry · Preferred
• Relationship Building · Preferred
• Conflict Resolution · Preferred
• English · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Customer Service
• Bilingual
• French
• English
• Communication
• Problem Solving
• Relationship Building
• Call Center Operations
• Data Entry
• Conflict Resolution
• Time Management
• Professionalism
• Automotive Finance
• Teamwork
• Results Driven
• Self-Starter
• Go-to-Market Strategy
• Compassion
• Multilingualism
• Call Center Experience
• Cooperation
• English Language
• Finance
• French Language
• Key Performance Indicators (KPIs)
• Loans
• Team Oriented

Job areas

• Customer Service & Support
• Finance & Accounting
• Administrative
• Bilingual Sales Associate
• Customer Service Representative (General)
• Inquiry Clerks
• Customer Service Representatives