Customer Care Associate

Export Development Canada | Exportation et développement Canada

. Serve as the first point of contact for Canadian companies, EDC customers, and partners .

Posted 9/19/2026full-timeOttawa • CanadaJuniorMid-Level💰 CA$51,955 - CA$69,273 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates strong bilingual communication skills in English and French, with a focus on customer service excellence and problem-solving in a contact center environment. Proficient in using client management systems and tools to optimize customer interactions and support business processes.

Highest-signal resume keywords

Bilingual CommunicationCustomer Service ExperienceProblem-Solving SkillsClient Management SystemsFinancial Services Knowledge

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer ServiceTechnical SupportPolicy AdministrationTroubleshootingAnalytical SkillsProblem-SolvingHigh Volume InquiriesProcess ImprovementDocumentationBusiness Administration

Soft Skills

Excellent ListeningStrong Team PlayerJudgment Skills

Tools & Technologies

ServiceNow CSMGenesys CloudMicrosoft WordMicrosoft ExcelMicrosoft Outlook

Industry Keywords

Financial ServicesInternational TradeCustomer Contact CentreEDC Products and ServicesCanadian Trade Ecosystem

Tech Stack

Tools & technologies

CloudServiceNow

About the role

Key responsibilities & impact

Serve as the first point of contact for Canadian companies, EDC customers, and partners
Provide professional service in English and French across phone, email, and digital channels
Optimize first-contact resolution
Respond to policy administration inquiries and provide technical support and portal navigation assistance
Support MyEDC account holders with registration, portal navigation, and technical issues
Investigate and resolve customer issues and provide EDC product and service information
Identify new business opportunities and navigate Canadian companies to appropriate next steps
Hand off customers to relevant EDC teams or Canadian trade ecosystem partners when appropriate
Liaise with business teams across value streams to support customer needs
Deliver departmental service level agreements
Document customer interactions using available tools and systems
Raise and document customer feedback for shared learning and process improvement
Collaborate with team members and internal stakeholders to improve processes and service offerings

Requirements

What you’ll need

Undergraduate degree in Business Administration, Finance, Economics, or a combination of college diploma and relevant work experience
Must be able to work between 8:00 a.m. and 8:00 p.m. EST, Monday to Friday
Strong verbal and written proficiency in both English and French
Strong knowledge of computer applications such as Word, Excel, Outlook, and related programs
Ability to work with client management and contact center systems
Ability to handle a high volume of inbound telephone and email inquiries
Excellent listening, troubleshooting, and probing skills
Analytical, judgment, and problem-solving skills
Strong team player
Prior experience in financial services or international trade is an asset
Experience in a customer contact centre or customer service is an asset
Experience using ServiceNow CSM module is an asset
Experience using Genesys Cloud is an asset
Must meet requisite government security screening requirements
Preference given to candidates legally able to work in Canada at the time of application

Benefits

Comp & perks

Performance-based incentive for the permanent role
Relocation assistance for eligible candidates in the permanent role
Competitive compensation and benefits package
Work-life balance
Hybrid work options
3 to 4 weeks paid vacation
Corporate closure period
Summer early Fridays
No-meeting Fridays
Continuous learning opportunities
Training programs
Workshops
Language training
Inclusive workplace and employment equity
Wellness initiatives
Mental health support
Fitness programs
Volunteer opportunities
Social responsibility programs