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About the Role
The Customer Care Associate will provide an exceptional customer service experience by efficiently handling phone calls, emails, and escalation cases for Hyundai, Kia, and Genesis brands, while meeting all assigned SLAs. The associate will also support the Senior and Manager, Customer Care with various tasks and work rotating shifts between 8:30 am and 8:00 pm EST.
Responsibilities
- Answer incoming calls and emails regarding lease and loan accounts efficiently.
- Update the servicing system with detailed and clear notes after each call.
- Identify customer’s questions, concerns, and complaints compassionately, promptly, and courteously, providing effective solutions.
- Maintain a high level of professionalism with customers and establish a positive rapport.
- Meet or exceed 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 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.
Requirements
- Previous experience in a customer-facing role or call center environment preferred.
- Automotive finance experience is a plus.
- Experience in a corporate work environment preferred.
- High school diploma.
- College diploma or university degree preferred.
- 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.
- 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.
Skills
- Customer service
- Communication (verbal and written)
- Problem-solving
- Relationship building
- Teamwork
- Results-driven
- Adaptability to flexible work hours
- Independent work
- Proactive problem-solving
Location
- Toronto (current)
- Mississauga (effective June 2027)
Work Type
- Full-time
Experience Level
- Preferred previous experience in customer-facing role or call center
- Preferred automotive finance experience
- Preferred corporate work environment experience
Education Level
- High school diploma
- College diploma or university degree preferred
About the Company
- 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.
- HCCA provides indirect vehicle financing and leasing solutions to consumers and commercial customers through a network of over 450 Hyundai and Kia dealerships and 30 Genesis distributors nationwide.
- The company fosters a fast-paced, dynamic, energized, agile, and collaborative culture.
- HCCA strives to create a connected, fun, positive, and rewarding workplace where employees feel appreciated, proud, and invested in the company's success.
- Hyundai Capital has a global presence with offices in South Korea, the United States, China, the United Kingdom, Germany, and Brazil.
- Global work environments share themes of simplicity, collaboration, symmetry, and elements of nature.
Equal Opportunity
- 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.