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Customer Services Representative
3 months ago
Position Title:
Customer Services Representative (People & Culture) - Hybrid
Status of Employment:
Permanent
Position Language Requirement:
English, French
Language Skills:
English (First Official Language), English (Reading), English (Speaking), English (Writing), French (First Official Language), French (Reading), French (Speaking), French (Writing)
Work at CBC/Radio-Canada
At CBC/Radio-Canada, we create content that informs, entertains and connects Canadians on multiple platforms. Our successes and accomplishments are driven by embodying and upholding values, which include creativity, integrity, inclusiveness and relevance.
Do you think you have the ability and drive to keep up with this exciting, ever-changing industry? Whether it be in front of the camera, on air, online or behind the scenes, you would be joining a team that thrives on making connections and telling stories that are important to Canadians.
Unposting Date:
2024-03-07 11:59 PM
The customer service representative (CSR), will act as a liaison, provide product or services information and resolve any emerging requests or incidents for customers, including employees, contractors, pensioners or vendors of the corporation.
The CSR is patient, empathetic, and passionately communicative and can put themselves in their customers’ shoes and advocate for them when necessary. The CSR is problem solving and they are confident at troubleshooting, investigating or escalating if they don’t have enough information to resolve the problem.
The CSR strives to ensure excellent service standards and maintain high customer satisfaction.
Key Competencies- interpersonal skills- communication skills - verbal and written- listening skills- problem analysis and problem-solving- attention to detail and accuracy- data collection- customer service- adaptability- initiative- stress tolerance
Key Responsibilities-
- Logs each interaction and subsequent liaisons into the ticketing system and documents all key actions attempted and final resolution.- Provides accurate, valid and complete information by using the right methods/tools.-
- Identifies and assesses customers’ needs to achieve satisfaction and builds relationships with the customers based on trust through open, supportive and positive communication.- Works on shift rotation as required by the Contact Centre to meet business demands.- Obtains limited coaching and follows provided corporate policies, processes, guidelines and procedures.- Engages customers, remains positive and takes ownership of each interaction.- On a rotational or temporary basis (additional remuneration), may perform some coordination activities within a specific business queue, such as:
- Coordination of incoming queue interactions-
- Maintenance of some job aides-
- Analysis of problems, metrics, trends and reports for inputEducation and Experience Requirements - mandatory- Fluently bilingual (French and English)- Graduation from a Community College- Demonstrated customer service experience for minimum of two years- Customer Service Representative Certification- Support Center Analyst Certification- Demonstrated phone contact handling skills and active listening- Demonstrated familiarity with call routing and ticketing systems- Demonstrated communication and presentation skills- Demonstrated ability to multitask, prioritize, and manage time effectively
CBC/Radio-Canada is committed to being a leader in reflecting our country’s diversity. That’s because we can only create and tell the stories that connect Canadians, by having a workforce that mirrors the ever-changing makeup of our country. That’s why we, as an employer, value equal opportunity and nurture an inclusive workplace where our individual differences are not only recognized and valued, but also extend to and pervade all the services we provide as Canada’s public broadcaster. For more information, visit the
Diversity and Inclusion section
You are invited to consult and familiarize yourself with our Code of Conduct, which can be found on our
corporate website
- All employees must adhere to the Code as a condition of employment. We also invite you to take a look at our policy on
conflicts of interest
- In the event that you become an employee, it will be important to inform us, as quickly as possible, of any situation that, because of your hiring, constitutes or could appear to constitute a conflict of interest.
Primary Location:
181 Queen Street, Ottawa, Ontario, K1P 1K9
Work Schedule:
Full time
