Bilingual Customer Care Specialist (FR/EN)

Commission for Complaints for Telecom-television Services (CCTS-CPRST); Ottawa; On-site; CAD 50,000 - 54,000; Full time

Job summary

The Commission for Complaints for Telecom-television Services (CCTS) invites applications for a Bilingual Customer Service Representative. You will be the first point of contact for customers, answering live calls and handling written inquiries, while guiding them on our processes and the status of their complaints.

We value impartiality, strong listening skills, and problem-solving ability as you assess whether complaints fall within our mandate and contribute to our complaint handling process.

Qualifications

• Minimum grade 12 high school diploma, or equivalent.
• At least 1 year experience in customer service, preferably within a call center environment, or equivalent education/experience.
• Good computing and keyboarding skills with a Windows-based environment.
• MS Office (Word, Excel, PowerPoint) and Outlook proficiency.
• Ability to handle confidential information tactfully and discreetly.
• Understanding of telecommunications or television industry, or experience in a complaint handling environment is an asset.
• Bilingualism (FR/ENG) strongly preferred.

Responsibilities

• Answer live calls and respond to written communication as the first point of contact for customers.
• Provide customers with information about the organization, its process, or the status of their complaint.
• Review complaints to determine whether they fall within the organization's mandate and contribute to the complaint handling process.

Skills

Active listening

Empathy

Diplomacy

Problem solving

Professional communication

Unbiased judgment

Bilingual FR/ENG

Education

High school diploma or equivalent

Tools

MS Office

Job description

The Commission for Complaints for Telecom-television Services (CCTS) invites applications for a Bilingual Customer Service Representative. You will be the first point of contact for customers, answering live calls and handling written inquiries, while guiding them on our processes and the status of their complaints.

We value impartiality, strong listening skills, and problem-solving ability as you assess whether complaints fall within our mandate and contribute to our complaint handling process.