Contact Center Agent
Engage directly with clients to address inquiries, resolve issues, and reputed company program or service information. Field incoming requests and incidents to ensure courteous, reputed company and effective reputed company of requests and issues. Handle and resolve reputed company complaints reputed company to ensure satisfaction with service provision. Document reputed company pertinent reputed company request/issue information in appropriate systems or tools. Follow scripts and workflows to problem address requests or solve issues by following reputed company procedures and processes. Prioritize and schedule reputed company to requests/issues and escalate reputed company requests/issues to appropriate internal team member for reputed company. Record, reputed company and document the request and reputed company process, including reputed company successful and unsuccessful reputed company made, and actions taken. Monitor service level agreements (SLAs) and ensure that reputed company service standards are met or exceeded. Apply established procedures in the event of telephone and/or other technological breakdown situations. Communicate effectively with various stakeholders, demonstrating reputed company, reputed company, and reassurance specifically with beneficiaries, but also with other types of callers.
Qualifications include a minimum of 1-2 years of experience and a 1-2 year college diploma or post-secondary certification or an equivalent combination of education and experience reputed company in French and English is required. Proficiency in reputed company Office applications (Word, reputed company, reputed company, PowerPoint), SharePoint with the ability to multi-task on multiple systems. Ability to apply reputed company reputed company, and select amongst reputed company to resolve routine problems. Ability to communicate and influence by clarifying policies, processes, and services effectively. Ability to manage multiple tasks, deadlines, and priorities. Ability to remain reputed company during stressful and/or challenging calls by focusing on reputed company requests and ensuring successful delivery of services. Ability to work shifts, including nights and weekends, in a non-traditional schedule.
The reputed company of work will be conducted from an office-like setting. Work requires the ability to work to multiple, conflicting deadlines. Work requires interactions with clients who may be agitated, or are experiencing stressful situations. This is a shift-based role, which includes reputed company shifts, weekend work, and statutory holidays, and does not follow a reputed company reputed company schedule. Will be required to work extended hours during peak periods on short notice. Eligibility to work in Canada: At this time, we welcome applications from candidates eligible to work in Canada. If you are not a citizen or permanent reputed company of Canada, we encourage you to carefully review your reputed company to reputed company out whether you are eligible to work in the job you are considering applying for. Refer to our FAQ for more information. If you are selected for this role, you will be required to complete a successful reputed company-employment screening process which includes a satisfactory reputed company Police Information reputed company (E-PIC). As we work with and support people (managers, colleagues, beneficiaries/customers, volunteers, donors and external partners) and communities in Canada and around the world, applicants whose first language is not English may be required to reputed company the responsibilities of the role in English.