Call Centre Agent, Senior (Must have a Security Clearance)

Job CategoryOffice Admin & Legal
Position TypeContract
Application Deadline January 30, 2021
Experience Required3 years
Job DurationTemporary
Education RequiredN/A

MaxSys is currently looking for a Call Centre Agent, Senior for our Federal Client.
• Secondary school diploma is required
• Must have a written and oral language profile of advanced in both French and English
• Experience in written and oral enquiries/correspondence in both French and English (3 years of experience)
• Two years of experience within the last five years in a front-line service environment with the public.
Duties that may include, but not limited to:
• Deliver and disseminate the Connecting Families Initiative offered by ISED mainly by email and telephone, in both official languages, to citizens.
• Support the Connecting Families Initiative’s website by providing citizens with advice on the availability of information as well as the most effective ways to research and access this information.
• Identify client’s requirements and recommends appropriate actions that meet their needs.
• Analyze, interpret, and identify clients’ needs and recommend orally or in writing (in both official languages) appropriate course of action to resolve enquiries, and/or direct clients to alternative sources of information.
• Consult with more senior staff regarding the availability of information. Liaises and consults with subject matter specialists (Team Leaders, Managers, subject matter experts, subject matter staff and managers, Internet information product managers) regarding citizen requests in order to provide clients with timely and accurate interpretation of information; this also includes the production of expert responses for clients and to ensure information in the Knowledge Base is maintained and up to date.
• Refer clients to alternative sources of information and/or services.
• Utilize and monitor the centre’s CRMS and knowledge base and communicate issues, gaps, shortcomings (e.g.: tracking client interactions, resolutions, complexity, and customer service improvement opportunities, updated contact, product, service, procedure information).
Language: Bilingual – Fluent
Security Clearance: Enhanced Level
If you meet all the above requirements, please send your resume today to Katherine Spallin at: 
 *Please note, only qualified candidates will be contacted and the position could be filled prior to closing date. Thank you.*