Contact Centre Representative

2 weeks ago

Ottawa, Canada ICF Full time

The Contact Centre Representative, reporting to the Contact Centre Manager will provide service excellence by connecting to our customers.
- The Contact Centre will operate from 8:30am - 5:00pm., Monday through Friday excluding statutory holidays observed in Ontario. Applicants must be able to work a variety of 8 hour shifts including evenings.
- Responsibilities:

- The Contact Centre is tasked with the conducting business process services. These services include:

- Resolve support issues in a prompt and efficient manner while escalating to technical team members when necessary.
- Identify and document recurring customer issues to determine standardized working solutions, to build on a knowledgebase
- Maintain a high level of knowledge regarding all products and systems; attending scheduled training and coaching sessions to stay on top of changes and updates to program
- Required Skills / Qualifications:

- Minimum High School Diploma or equivalent required. College diploma is preferred.
- Excellent Customer Service skills and telephone etiquette
- Proficiency in French is an asset
- Familiarity with Windows operating systems and basic computer software along with the Microsoft Office Suite of products
- Strong analytical, problem solving, and troubleshooting skills.
- Attendance and punctuality are imperative.
- Ability to multitask, work under pressure and adapt to change.

Working at ICF

Ottawa Canada (CD82)

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