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Bilingual Contact Centre Representative
3 months ago
Bilingual Contact Centre Representative
Reference number: SVC24JSelection process number: 2024-SVC-ONT-EA Public Services and Procurement Canada - National Service Call Centre
Toronto (Ontario)
AS-01
$61,786 to $69,106
Follow us on:
Self-declaration:
For information on Government of Canada job opportunities and recruitment programs follow
Closing date: 17 June :59, Pacific Time
Who can apply: Persons residing in Canada, and Canadian citizens and Permanent residents abroad.Important messages
Giving you the best chance to succeed
At Public Services and Procurement Canada (PSPC) we are committed to running inclusive and barrier-free recruitment processes.
If you have a limitation that may impact your performance at any steps of the assessment process (such as during a written test or an interview), you may request an accommodation. Assessment accommodations are designed to remove barriers, and to ensure that candidates with limitations can fully demonstrate their abilities. Should you wish to be accommodated, please direct your inquiry to the contact identified at the bottom of this poster. All information received in relation to accommodation will be kept confidential.
For more information on assessment accommodation visit the following website:
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LANGUAGE ASSESSMENTS:
This position has an official language proficiency profile of English and French, Bilingual Imperative BBC/BBC.
First Official Language is the official language (English or French) with which a person has a primary personal identification (that is, the official language in which a person is generally more proficient).
For your Second Official Language, a Second Language Evaluation (SLE) is required. If you already have Second Language Evaluation results, you may provide us with the official results.
To obtain a copy of SLE results, candidates may make a request at the following website:
For more information on SLE, visit the following web-site:
Work environment
*****Due to the nature of the operations, the bilingual contact centre representative position requires an on-site presence for all shifts. Occasional remote work can be offered based on operations but is not guaranteed.*****
These positions are with an inbound call centre located in Toronto. A contact centre representative with the National Service Call Centre (NSCC) is responsible for receiving and dispatching regular maintenance and trouble call services for buildings, bridges, dams, and other facilities on behalf of Public Services and Procurement Canada clients, owners and tenants. The National Service Call Centre operates on a national basis with a 24 hours per day, 7 days per week, 365 days per year schedule. Mandatory training will allow you to acquire a comprehensive and up-to-date understanding of the services we offer.
We are looking for candidates who possess and demonstrate:
• Strong communication skills
• Excellent customer service skills
• Problem-solving skills
• Information-gathering and computer-keyboarding skills
At PSPC, our approach to inclusion is simple: we are committed to achieving a competent and representative workforce that reflects the diversity of the Canadian population we serve, and strive to create a welcoming, respectful, and inclusive environment that enables collaboration and innovation. When you succeed, we all succeed.
Intent of the process
The intent of this appointment process is to establish a fully assessed pool of qualified candidates. The results of this process may be used to staff same or similar positions for future vacancies of various tenures at Public Services and Procurement Canada in the Ontario Region.
Positions to be filled: Number to be determined
Information you must provide
Your résumé.
In order to be considered, your application must clearly explain how you meet the following (essential qualifications)
Education:
A secondary school diploma or employer-approved alternatives including a satisfactory score on the PSC test approved as an alternative to a secondary school diploma or an acceptable combination of education, training and/or experience.*
*Acceptable combination is defined as: training: academic or vocational courses related to the position; and experience: at least 12 months of continuous experience related to the position.
Experience:
1.Experience* in a customer service environment.
2.Experience using electronic mail systems, spreadsheet software and word processing software.
*Experience is defined as the depth and breadth of work handled that is a part of your regular duties, including interacting regularly with customers.
If you possess any of the following, your application must also clearly explain how you meet it (other qualifications)
Experience:
1.Experience providing training or job shadowing.
2.Experience in a multi-channel contact/call centre/dispatch centre.
Operational Requirements:
1.Willing and able to work overtime, as needed.
The following will be applied / assessed at a later date (essential for the job)
Bilingual - Imperative (BBC/BBC)
Bilingual imperative means a position for which the work to be performed requires proficiency in both official languages (English and French).
Competencies:
1.Client service – Level 1
2.Thinking things through
3.Working effectively with others
4.Verification and accuracy
5.Written communication
6.Oral communication
The following may be applied / assessed at a later date (may be needed for the job)
Knowledge:
1.Knowledge of building operation systems.
In support of achieving a diversified workforce, consideration may be given to candidates, who, at the time of application, self-declare* as belonging to one of the following designated Employment Equity groups: Women, Indigenous (Aboriginal) Peoples, Persons with Disabilities and Members of Visible Minorities.
* We therefore encourage you to self-declare during the online application process by selecting the appropriate box under the Employment Equity section.
For further details, please refer to the "Other information" section.
Conditions of employment
Reliability Status security clearance
Rotating shift work required for a seven (7) day / 24 hour operation, 365 days/year, including weekends and statutory holidays.
Must be willing and able to work in-person on site.
Other information
The Public Service of Canada is committed to building a skilled and diverse workforce that reflects the Canadians we serve. We promote employment equity and encourage you to indicate if you belong to one of the designated groups when you apply.
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Depending on the number of applicants and business needs, volume management strategies such as random selection, top-down approach, or use of asset qualifications may be used. If you meet any of the asset qualifications (other qualifications), please be sure to provide detailed responses in the screening questionnaire.
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You must be prepared to provide the original, or a certified copy, of your educational credentials.
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Our intention is to communicate with candidates via email. Candidates who apply on this selection process must include in their application a valid e-mail address and to make sure that this address is functional at all times and accepts messages from unknown users (some email systems block these types of email). It is the candidate's responsibility to provide any changes to their personal information to the contact indicated on this job advertisement.
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Please note that only those applicants who meet the education and experience criteria will be invited to the next stage of evaluation. We thank all applicants for your interest in this selection process.
