Job Description

DescriptionWe are currently hiring for Call Center Representatives for our client in Ottawa! Please read the description before applying.
Department Overview
This is a front line support service connecting citizens with all the information and referrals they need quicker and with higher satisfaction. The strategic focus is a channel and service expansion to ensure citizens are able to access services from a single source.
Position Summary
As a Bilingual Customer Service Representative, you will be responsible for providing exceptional customer service to our incoming call center clients. You will play a key role in enhancing the customer experience by providing high quality service at every interaction and ensuring customer concerns are being handled appropriately, while working in a dynamic fast-paced environment.
Your typical week
Answer phone calls efficiently to support targets, while meeting quality guidelines.
Understand and comply with with legislated and client policies and work procedures accurately to provide excellent customer service.
Adhere to your work commitment and daily schedule so that the team can meet its business goals efficiently and reliably.
Manage your interactions with callers, clients and colleagues respectfully, collaboratively and professionally to contribute to a harmonious, productive work environment.
What you offer us: Knowledge, Skills and Abilities
Passionate about providing superior customer service, while being able to handle client questions in a quick and professional manner with one call resolution
Possess excellent listening and verbal communication skills and demonstrate a sincere approach to helping others
Self-starter who will take the initiative to obtain solutions and are able to stay focused; pay attention to detail and follow established operating procedures
Comfortable working independently and within a team environment. You have the ability to multitask and embrace change
Ability to work in a statistically driven environment, measured by call quality and call productivity goals
Proven ability to multitask and exhibit excellent attention to detail while consistently following established procedures and processing transactions
Strong verbal and written skills required
Must be self-motivated, and able to work independently and in a team environment
Good analytical skills and technical aptitude for using a variety of computer applications
Education and Experience
High school diploma or GED Equivalent, may be subject to standardized testing.
At least one year of experience in a similar role.
Proficiency in basic computer skills, ability to operate standard office equipment.
Understand the principles of call control and customer situational judgment.
What we offer you
We value your work, which enables us to continuously raise the bar on how we can best serve citizens worldwide.
Competitive market-based salaries
Comprehensive benefits
Three weeks of paid vacation
Group Retirement Savings Plan
Employee appreciation events
Global Core Values
Accountability - Accepting responsibility to solve problems and rise to each challenge
Collaboration - Partnering to instill trust and working as one
Compassion - Empowering humanity by applying empathy and insight to every interaction
Customer Focus - Cultivating an authentic desire to help others succeed
Innovation - Embracing change and championing new ways forward

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