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Job Title:  Bilingual Customer Service Representative

Location: 

Ottawa, ON, CA

Other Location(s): 
Employment Type:  Full-Time
Language Requirements:  Bilingual Imperative (CCCC)
Job ID:  18761
Employment Type:  Full-Time
Job Details: 

Job Requisition Id: 18761  
Business Function: Finance  
Primary City: Ottawa 
Other Location(s): 
Province: Ontario 
Employment Type: Full-Time 
Employment Status: Term 
Language Requirement: Bilingual Imperative (CCCC) 
Employee Class and Level: UPCEA04 
Number of Vacancies: 3  
Job Closing Date: 30/08/2019

Job Description

The Clerk, Customer Contact Management provides a high degree of customer service and responds in a professional manner with accurate and appropriate information regarding Customer’s account information and transactions and inquiries relating to CPC products/services, policies and procedures by referring to Corporate and or Department manuals or automated systems.

Job Responsibilities

Below are the main job requirements and responsibilities for The Clerk, Customer Contact Management (Customer Relationship Support).

 

  • Listens attentively to Customer inquiries and communicates effectively with internal and external customers in a professional manner and works efficiently under pressure.

 

  • Maintains a thorough knowledge of CPC products and services especially billing and credit policies / procedures and guidelines concerning products / services.

 

  • Recognizes complex customer inquiries or Account issues and / or collection issues, and escalates the inquiries by transferring the call and / or creates a case for follow up.

 

  • Processes Mail authorization inquiries from CPC induct sites as per CPC approved procedures.

 

  • Manages Customer’s inquiries (originating from phones, e-mail, faxes and or the internet) and prepares process and posts necessary adjustments and / or account update using the available approved procedures and guidelines.
Job Responsibilities (continued)
  • Requests / retrieves and forwards copy of documents or other information regarding customer request.

 

  • Advises customers on their account status with CPC and requests payments of past due as per the policy / procedures and guidelines followed by the department.

 

  • Contacts customers for additional information required to clear unapplied and on account payments.  Informs customer of payment processing application requirements and provides customers with alternate automated payment solutions to ensure that future unapplied payments do not occur.  Utilizes the information provided to / by customer to apply payments or refund amounts back to customer and   documents all interactions with customers in customer notes/case.  

 

  • Performs other related duties (i.e. Sending/issuing letters to customers, calling customers for past due balance, assisting in the training of new employees, change of billing addresses, assist analysts in Account reconciliations). Assists other CPC areas (such as document retrievals, mail distribution etc.)  in order to provide an adequate level of service to customers.
Qualifications

Education
• Completion of secondary school according to provincial standards or equivalent (GED) is required, PLUS
• Copmpletion or working towards completion of post-secondary (College/University) courses in a related field such as Business administration, finance, accounting. 

 

Experience

  • 1-3 years of related work experience is required, customer service experience.
  • Experience in typing 30 words per minute with 5% error rate.
  • Experience in customer service on-line systems (i.e. SAP, Case Management, CMS).

 

Other Candidate Requirements

  • Proficient computer skills and competent with Microsoft Office programs.
  • Ability to organize, plan and control work effectively.
  • Effective communication and interpersonal skills.

 

Other Information

3 positions

1 year term

Bilingual English/French (CCCC)

Possibility of extension and/or permanency

 

Safety Sensitive Positions
This position may be considered a Safety Sensitive position.

 

Employment Equity
Canada Post is committed to employment equity and encourages applications from women, Aboriginal people, persons with disabilities and visible minorities.


Conflict of Interest
The Conflict of Interest Policy prohibits employees from hiring, supervising or reporting to, directly or indirectly via the reporting hierarchy, their immediate family or close personal relations. Should you feel that you may be in an actual or potential Conflict of Interest in regard to this job opportunity, you must communicate with the designated Human Resources representative.


Accommodation
If you are contacted by Canada Post regarding a job opportunity or testing, please advise if you require accommodation.


Important Message
Your application must clearly demonstrate how you meet the requirements as Canada Post cannot make assumptions about your education and experience. We thank all those who apply. Only those selected for further consideration will be contacted.


Leadership Behaviours
Decision Making – A champion of the organization who takes calculated risks and makes prudent, common sense decisions about current issues, future opportunities and resource requirements in a timely, well thought out manner, that aligns with the corporation's best interests.
Accountability – An individual who strives for performance excellence and who holds him/herself and direct reports accountable for decisions and actions and for learning from mistakes when intended results are not achieved.
Business Orientation – A proactive individual who understands the competitive nature of the business, and is committed to sustaining the business through excellent customer service and new business opportunities.
Execution – A focused and self-motivated individual who acts with a sense of urgency and delivers on time and within budget, by dealing effectively with challenges and ambiguous situations.
Leading People – A compelling communicator and leader who engages, motivates and inspires others to achieve results and who encourages personal growth and finding better ways of doing things.


Our Values
Canada Post’s corporate values reflect the principles, beliefs and aspirations that guide our behaviour and shape our culture.
Transformation – We will innovate and transform to win in the marketplace.
Customer – We serve Canadians with pride and passion.
Integrity – We act responsibly and with integrity.
Respect – We treat each other with fairness and respect.
Safety – We are committed to a safe and healthy environment for all our stakeholders.


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