Job Description

Position: Call Center Agent
Location: Ottawa

Quantum Management is seeking Call Center Agents for our Ottawa-based government client. We will be hiring a variety of roles for a massive Government of Canada project scheduled to start in early winter 2024!
If you have a passion for customer service and are looking to grow your professional career, this is a great place for you! In order to apply successfully, you must be eligible for an Enhanced Reliability Clearance through Government of Canada.

Job Details:
- Location: All positions are 100% remote work from home (within Canada)
- Type of Job: Contract (approximately 4-6 months in duration)
- Work Schedule: As early as 7 a.m. to midnight, 7 days a week, all resources must be available to work a variety of 8-hour shifts starting as early as 7:00 a.m. and working as late as 12:00 a.m. (midnight) Monday to Sunday (7 days a week) including all statutory holidays; depending on assigned shift patterns throughout the operations
- Security Clearance: Candidates must be able to obtain a Federal Government Security Clearance (Enhanced Reliability Level), to be eligible for a "Reliability" clearance, you must have five (5) years of verifiable Canadian background information
- Languages Required: English, French and Bilingual in English and French
- Salary: $24 to $26.50 + 4% vacation pay per hour (paid weekly)

Job Duties:

- Answer incoming inquiries
- Converse with clients
- Identify and escalate any client issues
- Research and resolve client inquiries using applicable software
- Route inquiries to appropriate resources
- Handle difficult conversations
- Document all inquiry information according to standard operating procedures
- Recognize, document, and alert the management team of trends in client inquiries
- Follow up inquiries where necessary
- Complete inquiry logs and reports

Requirements:

- One (1) year experience answering telephone inquiries
- Excellent oral, written, and interpersonal communication skills
- Exceptional Customer Service, listening and analytical skills
- Knowledge/expertise with PC hardware and software (Word and Excel)
- A strong knowledge of customer care processes and techniques regarding the customer experience
- Adept at networking and building relationships with all levels of staff including agents, supervisors, trainers, and management
- As this is a federal government initiative, a valid Enhanced Reliability Security Clearance, or the ability to obtain one, is required
- Availability to work 7:00 a.m. to 12:00 a.m. (midnight) Monday to Sunday depending on assigned shift patterns throughout the operations
- High School or equivalent

Please forward your resume in Word format to Sifa Umutesi at ottawa.temp@quantum.ca.

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Services de Gestion Quantum Lt\xc3\xa9e

Founded in 1968 in Montr\xc3\xa9al, Quantum has established a strong reputation as the full-service human resource partner of choice for providing unique and effective recruitment solutions that meet our clients complex staffing needs. Our unwavering...

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