Call Centre Agent

TAG HR; Eastern Ontario; On-site; CAD 35,000 - 55,000; Full time

Job summary

Ein etabliertes Unternehmen sucht Call Center Agents, die die Verantwortung für die Entgegennahme und Durchführung von Anrufen im Zusammenhang mit dem Wählerregistrierungsprozess übernehmen. Diese Rolle erfordert ausgezeichnete zwischenmenschliche Fähigkeiten, Kundenservice und starke Kommunikationsfähigkeiten. Die Agenten werden in einem automatisierten Umfeld arbeiten und müssen in der Lage sein, unter Druck zu arbeiten und enge Fristen einzuhalten. Wenn Sie eine Leidenschaft für den Kundenkontakt haben und in einem dynamischen Team arbeiten möchten, ist dies die perfekte Gelegenheit für Sie.

Qualifications

• Mindestens sechs Monate Erfahrung im Call-Center oder Helpdesk.
• Fähigkeit, schriftliche Antworten zu formulieren und Vorlagen zu verwenden.

Responsibilities

• Entgegennahme und Weiterleitung von Anrufen.
• Erstellung schriftlicher Antworten auf Anfragen der Öffentlichkeit.
• Arbeiten unter Druck und Einhaltung von Fristen.

Skills

Kundenservice

Kommunikationsfähigkeiten

Bilingual (Englisch und Französisch)

Allgemeine Büroverfahren

Education

Sekundarschulabschluss

Tools

Windows XP oder höher

Microsoft Word

Microsoft Excel

Microsoft Outlook

Job description

Call Center Agents

Receive inbound calls from and place outbound calls to the general public related to the registration and voting process for the special voting rules. Excellent people skills, courtesy, customer service, and strong communication skills are essential. Familiarity with general office procedures, standard office equipment, and software (Windows XP or higher, Word, Excel, Outlook, etc.) is required.

Duties

1. Receive and route inbound calls;
2. Initiate outbound calls;
3. Escalate and route calls as necessary;
4. Provide verbal responses to inquiries using approved templates;
5. Provide written responses during peak periods as needed;
6. Exercise tact and judgment to address caller inquiries and determine their needs;
7. Work with computer word processing and email software;
8. Determine the nature and purpose of inbound calls and route accordingly;
9. Examine transaction records in call tracking system;
10. Answer inquiries, address complaints, and provide information by telephone;
11. Input, process, and update data and records;
12. Record and maintain calls in the call tracking system;
13. Operate in an automated environment;
14. Work under pressure and meet tight deadlines;
15. Participate in shift work and overtime with little notice;
16. Work remotely if required.

Minimum Mandatory Qualifications

• Secondary school diploma or an acceptable combination of education, training, and experience at Elections Canada's discretion;
• Minimum of six months experience in a call centre or help desk environment;
• Languages: Bilingual – Intermediate.

Correspondence Officer Services

The main tasks involve providing written responses to inquiries from the public regarding 'special voting rules' and drafting requests for elector information. Strong people skills, courtesy, customer service, and written communication skills are essential. Familiarity with general office procedures and standard office software (Windows XP or higher, Word, Excel, Outlook, etc.) is required.

Duties

1. Draft written responses to inquiries from the public;
2. Draft correspondence requesting information to complete elector records;
3. Support the public on registration and voting processes under special voting rules;
4. Select and adapt appropriate templates for responses;
5. Draft customized responses for supervisor approval;
6. Examine transaction records to identify correct information for responses;
7. Make outbound calls during peak periods and respond verbally using approved templates;
8. Operate in an automated environment;
9. Work under pressure and meet deadlines;
10. Participate in shift work and overtime with little notice;
11. Work remotely if required.

Minimum Mandatory Qualifications

• Secondary school diploma or an acceptable combination of education, training, and experience;
• At least one year of relevant experience, including proficiency with standard office software and drafting correspondence (with or without templates);
• Languages: Bilingual – Advanced.