Company: CBC/Radio-Canada
Location: Ottawa, ON
Expected salary:
Job date: Fri, 14 Feb 2025 06:03:18 GMT
Job description: Position Title:Status of Employment: Temporary Short-Term (Fixed Term)Position Language Requirement: English, FrenchLanguage Skills:Work at CBC/Radio-CanadaAt 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.Unposting Date: 2025-02-11 11:59 PMThis is a hybrid position with a mix of in-office and remote work. Work arrangements will be discussed with hiring managers per departmental guidelines.Your roleCustomer FocusThe Service Centre analyst 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 analyst is patient, empathetic, and passionately communicative and can put themselves in their customers’ shoes and advocate for them when necessary. The analyst is problem solving and they are confident at troubleshooting, analyzing or escalating if they don’t have enough information to resolve the problem.Strives to ensure excellent service standards and maintain high customer satisfaction.Key Responsibilities:
- Manages customer interactions received by phone, email 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 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 the technology 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: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
Education and Experience Requirements – mandatory:
- Fluently bilingual (French and English)
- Graduation from a Community College
- Demonstrated customer service experience for a minimum of two years
- Customer Service Representative Certification
- Desktop Support Technician 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, prioritize, and manage time effectively
Proven subject matter expertise and experience in one or more of the Technology service areas or basic Business functions included within the Technology functions listed below:
- Account & Access Administration
- Software, Hardware & Printer Support
- Telephony Support
- Corporate Systems Support
- Network Support
- Other new or related services as required
Candidates may be subject to skills and knowledge testing.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 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 .You are invited to consult and familiarize yourself with our Code of Conduct, which can be found on our . All employees must adhere to the Code as a condition of employment. We also invite you to take a look at our policy on . 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.Primary Location: 181 Queen Street, Ottawa, Ontario, K1P 1K9Work Schedule: Part time
