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CBC/Radio-Canada
Ottawa, ON

Customer Service Representative (CSR) - Business Level III (PB5)

Job Family

  Finance

Primary Location

  Ottawa
Position Language Requirement  Bilingual (English / French)
Language Skill Level (Reading)  B
Language Skill Level (Writing)  B
Language Skill Level (Speaking)  B
Status of Employment  Temporary
Work schedule(s)  Full-time
  
 
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.
 
This is a temporary role for 1 year
 
Your role
 
Customer Focus
 
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 and investigate or escalate if they don’t have enough information to resolve the problem.
 
The CSR strives to 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 and ordering.
  • Customer service.
  • Adaptability.
  • Initiative.
  • Stress tolerance.
 
Key Responsibilities
  • Manages customer interactions received by phone, email, web-chat or other receiving channels.
  • 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.
  • Assigns tickets to appropriate other support teams based on predefined procedures or through escalation to a subject matter expert, senior support analyst or team leads.     
  • 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 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 input.

 

We are looking for a candidate with the following: 
  • 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, prioritise, and manage time effectively.
  • Proven (exam) subject matter expertise and experience in one or more of the Business service areas (Finance, Human Resources, Administrative, Logistical etc) as well basic Technology functions included within the Business functions listed below:
Service Area: Finance
  • Travel & Expenses administration.
  • Accounts payable administration.
  • Accounts receivables administration.
  • Financial Delegation administration.
  • Purchasing & procurement support.
  • Credit Card administration.
Service Area: Human Resources
  • Performance, Learning & Organizational Development Support.
  • Staff Management & Transactions Administration.
  • Payroll & Time Card administration.
  • Benefits, Leaves, Diversity, Illness, Pension.
  • Recruiting, Hiring, Onboarding.
  • Departures, Terminations, Workforce Adjustment.
Service Area: Real Estate
  • Building Access.
  • Building Maintenance (Infrastructure, Security & Janitorial.)
  • Building Parking, Common Areas & Space.
Service Area: Legal
  • Document & Records Management.
  • Access to Information & Privacy.
  • Legal Litigation & Disclosure.
  • Service Area: Corporate Secretariat
  • Translation Services support.
  • Internal Content Management (IO!) support.
  • Internal Communications support.
 
Candidates may be subject to skills and knowledge testing.
 
If this sounds interesting, please click on ''Apply online''. We thank all applicants for their interest, but only candidates selected for an interview will be contacted.
 
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 of our website. If you have accommodation needs at this stage of the recruitment process, please inform us as soon as possible by sending an e-mail to recruitment@cbc.ca.
 

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.

 
Wherever in the wording of the job description either gender is used, it shall be understood to include all genders.
 

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Additional Details

Code: OTT02391
Category: Radio
Location:
CBC/Radio-Canada
181 Queen St
Ottawa, ON, CA
K1P1K9
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Posted: Jul 18, 2021
Closing: Jul 30, 2021
Type: Temporary
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