Job description

Title: Contact Center Agent

Employee Working Location: Remote (Canada)

Employment Status: Permanent Part -Time

Salary Band: $ 48,900 – $ 61,000/year

The Canadian Red Cross (CRC) – an inspirational not for profit organization, helps people and communities in Canada and around the world in times of need and supports them in strengthening their resilience. As a Canada’s Best Employers 2024, we are committed to having an accessible, diverse, inclusive, and barrier-free work environment.

In this role, you will:

Answer inbound calls, understand, and assess the needs of callers and perform appropriate follow-ups.
Take clear and concise notes.
Complete various electronic forms from a customer relationship management (CRM) system.
Make outbound calls to relay messages and/or mobilize on-call duty officers.
Ensure that call processing is timely, and that data is kept confidential.
Apply established procedures in the event of telephone and/or other technological breakdown situations.
Communicate effectively with various stakeholders, demonstrating empathy, calm, and reassurance specifically with beneficiaries, but also with other types of callers.

What we are looking for:

Have a high school diploma and a minimum of 6 months of work experience in a contact center.
Fluency in French and English is required.
Team player, able to evolve in a flexible and dynamic work environment.
Demonstrate courtesy, patience, and empathy.
Good analytical, synthesis and problem-solving skills. Keen attention to detail.
Be able to communicate clearly and concisely.
Demonstrate good stress management skills.
Experience working with a CRM database and a cloud-based contact center system.
Be comfortable and autonomous in using a computer and be able to evolve in a completely virtual work environment.
Be comfortable performing daily work with minimal supervision and possess the ability to multi-task.

Working conditions:

The incumbent will work on rotating day, evening, and night shifts.
This position may be required to work overtime as needed.
The incumbent will work outside on weekends and holidays.
Eligibility to work in Canada: At this time, we welcome applications from candidates eligible to work in Canada. If you are not a citizen or permanent resident of Canada, we encourage you to carefully review your visa to find out whether you are eligible to work in the job you are considering applying for. Refer to our FAQ for more information.
If you are selected for this role, you will be required to complete a successful pre-employment screening process which includes a satisfactory Enhanced Police Information Check (E-PIC).
As we work with and support people (managers, colleagues, beneficiaries/customers, volunteers, donors and external partners) and communities in Canada and around the world, applicants whose first language is not English may be required to perform the responsibilities of the role in English.

#RegularRecruitment

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