Talent Pool: Customer Service Representative

Commission for Complaints for Telecom-television Services (CCTS-CPRST); Ottawa; On-site; CAD 45,000 - 55,000; Full time

Benefits offered by this job

Excellent Benefits

Job summary

The Commission for Complaints for Telecom-television Services (CCTS-CPRST) is looking to build a Talent Pool for the role of Customer Service Representative. This permanent, full-time position offers compensation of $49,500 annually and excellent benefits.

As a Customer Service Representative, you will act as the first point of contact for customers, ensuring effective communication and providing information regarding complaint handling. To thrive in this role, you need strong problem-solving and communication skills, and bilingualism is preferred.

CCTS is committed to diversity and inclusion, and we encourage applicants from all backgrounds to apply.

Qualifications

• Minimum of 1 year experience in customer service, preferably in a call center.
• Good computing and keyboarding skills.
• Bilingualism (FR/ENG) is very strongly preferred.

Responsibilities

• Answer live calls and respond to written communication.
• Provide customers with information about our services.
• Review and determine whether complaints fall within scope.

Skills

Listening effectively

Problem-solving skills

Active listening

Empathy

Diplomacy

Education

Minimum grade 12 high school diploma

Tools

MS Office (Word, Excel, PowerPoint)

Windows environment

Job description

Talent Pool: Customer Service Representative

Job Type: Permanent, Full-Time, with benefits

Expected Compensation: $49,500 per year + Excellent Benefits

Role: Talent Pool / No Current Vacancy

Although we are not hiring at this exact moment, this role is key to the success of our organization. If this role interests you, we want to hear from and about you! We will be contacting qualified applicants in this pool as/when positions may be available.

Why CCTS?

At the Commission for Complaints for Telecom-television Services (CCTS), our goal is to provide impartial, fair and effective complaint resolution services, data and insights to telecom and TV consumers and service providers.

We offer a free service to Canadians, and we need professionals like you to help us uphold our commitment to fairness and accountability.

Your Role

As a Customer Service Representative, you will be the first point of contact for all customers by answering live calls and responding to written communication. You will provide customers with information about us, our process, or the status of their complaint. You will also review and determine whether complaints fall within the scope of our mandate. Most importantly, you will play an essential role in our complaint handling process.

Our Ideal Candidate

Our ideal candidate should have a strong ability to listen effectively and to act in an unbiased, diplomatic and professional manner. They should have strong problem‑solving skills and use good judgment in decision making. Strong customer service soft skills like active listening, empathy and diplomacy are essential.

Must-Have Magic

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

Our contact center is currently open from Monday to Friday 9:00 am to 5:00 pm. Hours are subject to change.

How To Apply

Be sure to polish your résumé and write a compelling cover letter to take advantage of this opportunity! Only candidates selected for an interview will be contacted. Your path to making a meaningful impact starts here.

Accommodation

At CCTS, we value an accessible and inclusive hiring process for all applicants, including those with disabilities. If you need accommodations, please let us know by emailing [e-mail] when you submit your application. We request at least one business day's notice before interviews or tests. Your comfort and accessibility are our priority, and we aim to support all applicants in showcasing their talents.

Commitment to Diversity Equity and Inclusion

We are dedicated to building a diverse and equitable workforce that reflects the communities we serve. We are committed to providing equal employment opportunities for all, without discrimination based on race, colour, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status. We promote practices that celebrate the unique perspectives of everyone and invite applicants from all backgrounds.

Artificial Intelligence

In our recruitment process, CCTS uses tools that meet the definition of artificial intelligence (AI) as outlined in the Employment Standards Act. We use a mix of these tools and human skills to support effective and defensible recruitment decisions.