Customer Support Specialists

4 weeks ago

Ottawa, Ontario, Canada AppleOne Full time

Position Overview
We are seeking dedicated Customer Support Specialists to provide exceptional service to our clients. This role is essential in connecting individuals with the necessary information and resources they require.


Department Insight
This position is part of a frontline support service that aims to enhance citizen engagement by ensuring access to a wide range of services from a single point of contact.


Role Summary
As a Bilingual Service Agent, your primary responsibility will be to deliver outstanding customer service to incoming calls. You will significantly contribute to improving the customer experience by ensuring high-quality interactions and addressing customer inquiries effectively in a fast-paced environment.


Typical Responsibilities

  • Efficiently manage incoming calls to meet performance targets while adhering to quality standards.
  • Comply with relevant policies and procedures to provide top-notch customer service.
  • Maintain a reliable work schedule to support team objectives.
  • Engage with callers, clients, and colleagues in a respectful and professional manner to foster a positive work atmosphere.

Qualifications

  • A strong passion for delivering superior customer service with a focus on resolving inquiries in a single interaction.
  • Excellent listening and verbal communication skills, demonstrating a genuine desire to assist others.
  • Self-motivated and proactive in seeking solutions while maintaining attention to detail.
  • Able to work independently and collaboratively within a team, adapting to changing circumstances.
  • Experience in a metrics-driven environment, focusing on call quality and productivity.
  • Proven multitasking abilities with a keen eye for detail while adhering to established procedures.
  • Strong verbal and written communication skills are essential.
  • Comfortable using various computer applications and possessing good analytical skills.

Education and Experience Requirements

  • High school diploma or equivalent.
  • A minimum of one year of experience in a similar role.
  • Basic computer proficiency and familiarity with standard office equipment.
  • Understanding of call management principles and customer situational judgment.

Additional Information

  • Must pass Federal Reliability Security Clearance.
  • Must be available to work flexible hours.

What We Offer
We appreciate your contributions, which help us continually improve our services. Our offerings include:

  • Competitive salaries based on market standards.
  • Comprehensive benefits package.
  • Three weeks of paid vacation.
  • Group Retirement Savings Plan.
  • Employee recognition events.

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