Contact Centre Agent

United States Digital Space LLC; United States; Remote; USD 19,000 - 21,000; Full time

Job summary

Procom is seeking remote, independent contractor support for its Managed Contact Centre projects in Canada. You will respond to customer inquiries via phone and email, deliver timely, accurate service, and identify process improvements. Fluency in English and French is highly valued; work from anywhere in Canada with flexible evenings.

Previous contact centre experience is preferred; background checks apply and onboarding includes identity verification.

Qualifications

• Strong written and verbal English and French.
• Experience in customer service or contact centre.
• Ability to work remotely from Canada and adapt to evolving client needs.
• Flexible schedules including evenings until 8:00pm EST.

Responsibilities

• Respond to customer inquiries via phone and email across multiple channels.
• Provide timely and accurate responses using industry technologies.
• Identify opportunities for process improvements in service delivery.

Skills

Bilingual English/French

Customer service

Empathy

Active listening

Communication skills

Independent worker

Education

High school diploma

Post-secondary education an asset

Job description

Job Type:Independent Contractor

Employer:Procom

Reference code:132741

Primary Location:Anywhere in Canada (remote)

All Available Locations:Burlington, ON; Brossard, QC; Calgary, AB; Edmonton, AB; Fredericton, NB; Halifax, NS; Kitchener, ON; Laval, QC; Moncton, NB; Montreal, QC; Ottawa, ON; Quebec City, QC; Regina, SK; Saint John, NB; Saskatoon, SK; St. John's, NL; Toronto, ON; Vancouver, BC; Victoria, BC; Winnipeg, MB

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Do you have customer service or contact centre experience? Do you have a strong interest in Indigenous subject matters?Are you seeking project-based work? Join our roster to participate in projects in our Managed Contact Center space!

What will your typical day look like?

the company’s OperateNext Managed Contact Centre group is actively seeking resources with customer service and/or contact centre experience to assist with upcoming projects in our Managed Contact Centre. You will work independently and remotely as part of a dynamic front-line services group of customer service professionals. As an independent contractor or temporary employee on this team, project work will vary but tasks will include:

• Collaborating with your contact centre and help desk teams to respond to customer inquiries via multiple channels such as phone and email.
• Provide exceptional customer service by providing timely and accurate responses using industry technologies.
• Identify opportunities for innovation and improvements in client service delivery and process efficiency.

Compensation is on an hourly basis, at $20 - $22/hour.

We are currently recruiting for individuals who are available for remote project work starting this summer, with the possibility of extension. Remote work must be conducted from within Canada.Exceptional candidates will be fluent both English and French.

About the team

As an independent contractor or temporary employee, you will be working as part of Team the company.

Our Managed Contact Centre provides support for customers and end users leveraging our workforce solutions and diverse base of professionals across Canada and globally. Our team works as the primary point of contact for client requests related to various support programs.

the company is one of Canada’s leading professional services firms, providing audit, tax, consulting and financial advisory services across Canada. At the company, we combine industry insight with a deep understanding of today’s local and global business challenges to give our clients the intelligent, practical and principled solutions they need to resolve both today’s and tomorrow’s challenges.

the company is driven by its Purpose to make an impact that matters to its clients, people, and communities. We have been supporting Indigenous leaders, communities, and organizations for nearly 30 years. By investing our time and professional skills, the company aims to break down barriers, such as access to education and employment, in order to build an inclusive and sustainable future for all. By living our Purpose, we will make an impact that matters.

Enough about us, let’s talk about you

You are someone with:

• Strong written and verbal communication skills in both English and French
• Empathy, compassion, cultural sensitivity and excellent listening skills
• Ability to remain calm and non-judgmental during challenging calls
• Professional customer service skills with a strong phone presence, and passion for the customer and customer experience
• Previous customer service or contact centre experience
• Additional relevant training in customer service and trauma-informed care is an asset
• Availability to work flexible schedules including evenings until 8:00pm EST
• Flexible and quick learner, able to adapt to continuously evolving client needs
• Ability to adapt to new processes and procedures in a dynamic environment
• Ability to multitask and have strong organizational skills
• Ability to work independently and exercise good judgment
• Self-driven with attention to detail and follow through
• Minimum high school education. Post-secondary education is an asset, but not required.
• Due to the nature of the role requiring interaction with national and global clients, bilingualism in French and English is required for this position in Quebec.

Please also note the following:

• As part of the Procom onboarding process, you will be required to pass a background check, which includes a criminal record check. In addition, a background check will be required annually if your contract is renewed.
• As part of the interview and onboarding process, and to ensure ongoing identity verification, you will be required to:

• show a piece of government issued ID during the interview so we can verify your identity;
• send Procom two pieces of ID;
• send the company a current photo of yourself which will be used as your profile picture

• For scheduled meetings, you may be required to be on video.You must work in Canada at all times.
• You must work in Canada at all times.the company will monitor the location from which you connect to our systems.

At the company, we are all about doing business inclusively – that starts with having diverse colleagues of all abilities. the company encourages applications from all qualified candidates who represent the full diversity of communities across Canada. This includes, but is not limited to, people with disabilities, candidates from Indigenous communities, and candidates from the Black community in support of living our values, creating a culture of Diversity Equity and Inclusion and our commitment to our AccessAbility Action Plan,Reconciliation Action Planand theBlackNorth Initiative.

By applying to this job you will be assessed against the the company Global Talent Standards. We’ve designed these standards to provide our clients with a consistent and exceptional the company experience globally.the company Canada has 30 offices with representation across most of the country. We acknowledge our offices reside on traditional, treaty and unceded territories as part of Turtle Island and is still home to many First Nations, Métis, and Inuit peoples. We are all Treaty people.