CALL CENTRE AGENT

Turtle Island Staffing; Ontario; On-site; CAD 35,000 - 45,000; Full time

Job summary

A leading staffing company is seeking customer service representatives to handle inbound and outbound calls regarding registration and voting procedures. Candidates should possess excellent interpersonal and communication skills, with a secondary school diploma and experience in a call center environment. This role may require shift work and remote capabilities.

Qualifications

• Bilingual – Intermediate level.
• At least six months of experience in a call centre or help desk environment.
• Education, training, and experience as determined by Elections Canada.

Responsibilities

• Receiving and routing inbound calls.
• Initiating outbound calls.
• Providing verbal and written responses to inquiries.

Skills

Interpersonal skills

Customer service

Communication skills

Education

Secondary school diploma

Tools

Word

Excel

Outlook

Job description

Summary

Receive inbound calls and make outbound calls to the public regarding registration and voting procedures for special voting rules. Excellent interpersonal skills focused on courtesy and customer service, along with 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.

Major Duties

1. Receiving and routing inbound calls;
2. Initiating outbound calls;
3. Escalating and routing calls as necessary;
4. Providing verbal responses to inquiries using approved templates;
5. Providing written responses during peak periods as needed;
6. Using tact and judgment to handle inquiries and determine caller needs, working with computer word processing and email software.

Typical Duties

1. Determining the nature and purpose of inbound calls and routing accordingly;
2. Reviewing transaction records in the call tracking system;
3. Answering inquiries, addressing complaints, and providing information by telephone;
4. Inputting, processing, and updating data and records;
5. Recording and maintaining calls in the call tracking system;
6. Working in an automated environment;
7. Working under pressure and meeting tight deadlines;
8. Shift work and overtime with little or no notice; and
9. Working remotely if required.

Minimum Mandatory Qualifications

Education

Secondary school diploma or an acceptable combination of education, training, and experience as determined by Elections Canada.

Experience

At least six months of experience in a call centre or help desk environment.

Languages

Bilingual – Intermediate level.