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Customer service representative (12-month term position)

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    Posted: 10/03/17
    Job Type: Full Time
    Location: Ottawa

    SUMMARY OF DUTIES: Under supervision and within the policies and procedures of the Royal Canadian Mint (RCM), processes customers orders; up-sells customers to purchase additional products; converts information calls into sales and assists customers by providing information on RCM products, account status and shipment status. Performs administrative tasks related to the customer service division. Answers telephone and correspondence inquiries by supporting RCM clients with all inquiries related to their client profiles by keeping a first call resolution mindset and transfers calls to appropriate area. Participate in surveying customer and collecting information. Assist with web related task. Perform duties related to a web base Client Live Chat software.

    ESSENTIAL REQUIREMENTS:

    Language Requirements: Reading Writing Oral Interaction
    English B B C
    French B B C

    This bilingual position must be staffed on an imperative basis.

    QUALIFICATIONS:

    Education and Previous Experience: High school diploma or experience in a similar function. Two (2) years experience in a call center position and/or experience in customer service/relations. Previous sales experience is required.

    Abilities and Skills: Ability to analyze problems and situations and find solutions, organize workload and determine priorities, communicate with supervisors, colleagues and to deal with customers in an efficient and professional manner. Work under pressure and carry out repetitive tasks, effectively and efficiently use a computerized order entry system, work within a team, ability to apply sales techniques, excellent interpersonal skills, answers incoming calls in a professional and courteous manner, above average communication skills, good typing skills (40 words/minute), good writing and computer skills.

    Knowledge: Excellent understanding of RCM market and products, of sales techniques especially over the phone sales, write clearly and concisely in both official languages.

    The hours of work for this position are normally shifts between 8 a.m. and 8 p.m. on weekdays. Employees are expected to perform shift rotation. Times of these shifts are subject to change and other shifts could also be required (continental work week) at times as per operational requirements.

     

    If you qualify for the mandatory requirements, and if the above describes your abilities and interests, please forward your resumé and cover letter in confidence to:
    Royal Canadian Mint, Human Resources,
    320 Sussex Drive, Ottawa, Ontario, K1A 0G8
    Fax : (613) 998-0272
    e-mail : careers@mint.ca

    While we appreciate all applications, only those selected for interview will be contacted.

    The Royal Canadian Mint promotes equity in employment: As an equal opportunity employer, we welcome applications from women, aboriginal peoples, persons with disabilities and members of visible minorities.

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