Call Centre Agent Ottawa - Downtown (From home and On site)

Ottawa (ON) Both (on-site & remote)
Opportunity Number: 40130082
Broader Public SectorAdministration & Clerical
LanguageSecurity Clearance
Fluent French and EnglishValid Enhanced Clearance
Start PeriodDate Posted
ASAPThursday, November 25, 2021
Job Description

Our crown corporation client is currently seeking a contact center agent for a long term contract of 12 months starting asap with a possibility of an extension. This opportunity will allow you to work from home for the tine being until they go back in the office. The ideal candidate must be fluently bilingual and must hold a reliability clearance or must qualify to obtain one. The incumbent must also be comfortable with shift work every week after training.

Canadian federal Crown corporation that serves as the national public broadcaster for both radio and television.

Roles and Responsibilities

  • Manages customer interactions received by phone, email, web-chat or other receiving channels
  • Logs each interaction and subsequent liaisons into the ticketing system and documents all key actions attempted and final resolution.
  • Provides accurate, valid and complete information by using the right methods/tools.
  • Assigns tickets to appropriate other support teams based on predefined procedures or through escalation to a subject matter expert, senior support analyst or team leads.
  • Identifies and assesses customers’ needs to achieve satisfaction and builds relationships with the customers based on trust through open, supportive and positive communication.
  • Works on shift rotation as required by the centre to meet business demands.
  • Obtains limited coaching and follows provided corporate policies, processes, guidelines and procedures.
  • Engages customers, remains positive and takes ownership of each interaction.
  • On a rotational or temporary basis (additional remuneration), may perform some coordination activities within a specific business queue, such as:
  • Coordination of incoming queue interactions
  • Maintenance of some job aides
  • Analysis of problems, metrics, trends and reports for input

Qualifications and Experience
Must have:

  • Fluently bilingual (French and English)
  • Demonstrated customer service experience for minimum of two years
  • Demonstrated phone contact handling skills and active listening
Nice to have:

  • Support Center Analyst Certification
  • HR or Finance Background is a great asset

We’re an equal opportunities employer committed to increasing diversity and inclusion in today’s workforce. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. Minorities, women, LGBTQ candidates, and individuals with disabilities are encouraged to apply. If you require an accommodation, please review our accessibility policy and reach out to our accessibility officer with any questions.
Merci de l’intérêt que vous manifestez pour ce poste. La description du poste nous a été fournie en anglais par notre client. Si vous souhaitez passer l’entrevue avec nous en français ou fournir votre CV en français, nous vous confierons à une personne de notre équipe qui parle français.

Opportunity Number: 40130082

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