Customer Service Representative

2 weeks ago

Ottawa, Canada Royal Canadian Mint Full time

The Mint is hiring a Customer Service Representative, Customer Solutions, who can thrive in a dynamic and inclusive environment.

Named one of the National Capital Region's Top Employers, the Royal Canadian Mint has a rich history dating back to 1908 and is recognized as one of the largest and most versatile mints in the world. We produce coins for Canadian trade and commerce, manage the country's coin system for optimum efficiency and cost, and are a world-renowned manufacturer of precious metals investment products, collectibles and medals. As a Crown corporation, we are owned solely by the Government of Canada, and mandated by the Royal Canadian Mint Act to mint coins in anticipation of profit and to carry out other related activities. Our vision is to be the best mint in the world through our customer focus, talented people, commitment to sustainable practices and the value it adds to Canada and Canadians

SUMMARY OF DUTIES: The Mint is hiring a Customer Service Representative, Customer Solutions, who can thrive in a dynamic and inclusive environment. Reporting to the Manager, Customer Solutions Center, the Customer Service Representative is responsible for processing customers' orders; up-selling customers to purchase additional products; converting information calls into sales and assists customers by providing information on RCM products, account status and shipment status.

Your Responsibilities:
  • Apply sales techniques and excellent interpersonal skills when answers incoming calls in a professional and courteous manner with above average communication skills
  • Perform outbound calling as required for various campaigns with the goal to increase sales, and perform administrative tasks related to the customer service division
  • Participate in surveying customers and collecting information

This is a remote position - must be available to meet in person at the Ottawa office location 1x/month.

Qualifications:

Language Requirements:

  • Bilingualism (English/French) is required.

Education

  • Successful completion of a Highschool diploma or equivalent or higher.

Experience

  • Three (3) years experience in a call centre position and/or experience in customer service/relations.
  • Previous sales experience required
  • Experience using an online order database
  • Experience with social media and online chat is an asset.

Additional Qualifications

Knowledge:

  • Strong knowledge and understanding of customer service principles
  • Knowledge of sales techniques, especially over the phone.
  • Knowledge of international shipping logistics and carriers, and INCO terms.
  • Knowledge of customer credit limit management processes.

Skills and Abilities:

  • Provide excellent customer service.
  • Demonstrate excellent communication skills, both verbally and in writing.
  • Proficient with MS Office (Word, Excel, PowerPoint).
  • Ability for Problem-Solving and Resolution Efficiency.
  • Efficiently prioritize tasks with sound time management skills.
  • Ability to work under pressure and carry out repetitive tasks, effectively & efficiently using a computerized order entry system.
  • Detail oriented

The hours of work for this position are normally shifts between 8 a.m. and 8 p.m. on weekdays. Employees will work on a shift rotation. Times of these shifts are subject to change and other shifts could be required (continental workweek) at times as per operational requirements.

This opening is to be filled on a rotational operation and/or shift work basis.

Why the Mint?

At the Mint, you will collaborate with a diverse group of people and be a part of an iconic Canadian organization. Your safety and wellbeing are our top priority. We offer outstanding pay and total rewards for you and your family and you will be supported to continuously learn throughout your career.

The Mint is committed to building a team that represents a variety of backgrounds, perspectives, and skills. We value diversity and aim to provide an inclusive, barrier-free recruitment, selection and onboarding process to ensure that each candidate is treated respectfully. In accordance with the Employment Equity Act, you are invited to voluntarily self-identify with one or more of the four employment equity groups (women, Indigenous Peoples, persons with disabilities and members of visible minorities) by sending your application to the confidential email, ee@mint.ca that is accessed only by the Human Resources section.

If you need accommodation at any point in the application or interview process, please let us know. We are committed to being an inclusive employer. For a confidential inquiry, simply email us directly at ee@mint.ca to make arrangements.

What to Expect

In order to be considered for an interview, please clearly demonstrate on your application how you meet the education and experience qualifications. The additional qualifications may be assessed through interviews, exams, reference checks, etc. If successful, you will be required to complete a background check facilitated by the Mint in order to obtain a security clearance.

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