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Enhanced Customer Service Representative - Customer Solutions (1-year term)

  • Customer Solutions
  • Ottawa
  • 1-year term
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To apply, please forward your resume and cover letter by Mar 03, 2023

The Royal Canadian Mint is hiring a term Enhanced Customer Service Representative who can thrive in a dynamic and inclusive environment.

Reporting to the Sales Manager, Premium Account Team, the Enhanced Customer Service Representative processes customer’s orders; up-sells customers to purchase additional products; converts information calls into sales and assists customers by providing information on Mint products, account status and shipment status. Performs administrative tasks related to the customer service division. They answer telephone, chat and correspondence inquiries by supporting Mint clients with all inquiries related to their client profiles by keeping a first call resolution mindset and transfers calls to appropriate area. In addition to participating in surveying customer and collecting information. This role will primarily be focused on relationship management and serving customers in a more targeted and prioritized fashion. Working together with the customers to problem solve and provide resolutions, be it service or product that is suitable to the customer’s specific needs.

Requirements

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 Experience:

  • College diploma and/or experience in a similar function.
  • Three (3) years experience in a call center position and/or experience in customer service/relations.
  • Previous sales experience is required.

Knowledge:

  • Excellent understanding of Mint market and products, of sales techniques especially over the phone sales, write clearly and concisely in both official languages

Skills and Ability:

  • Ability to analyze problems and situations and find solutions
  • Strong organization skills with the ability to organize workload and determine priorities
  • Ability to communicate with supervisors, colleagues and to deal with customers in an efficient and professional manner
  • Ability to work under pressure and carry out repetitive tasks
  • Ability to effectively and efficiently use a computerized order entry system and work within a team environment
  • Ability to apply sales techniques, excellent interpersonal skills, answers incoming calls, chat sessions and emails in a professional and courteous manner in addition to outbound calls and campaigns.
  • Above average communication skills, strong typing skills (40 words/minute), strong writing and computer skills.

The hours of work for this position are shifts between 8 a.m. and 7 p.m. on weekdays. Times of these shifts are subject to change and other shifts could be required including weekends at times, as per operational requirements.

The health and safety of our employees is a top priority. The Mint has developed significant and rigorous safety protocols to address the COVID-19 pandemic.

At the Mint you will collaborate with a diverse group of people and be a part of an iconic Canadian organization. We pay competitive salary and offer a range of benefits that support employees and their families. The Mint supports its employees by focusing on their growth and development. Selected candidates will be required to complete a background check facilitated by the Mint. 

The Mint is committed to building a team that represents a variety of backgrounds, perspectives, and skills. We value diversity and aim to provide an inclusive, barrier-free recruitment, selection and onboarding process to ensure that each candidate is treated respectfully.  You are welcome to self identify with one of the four employment equity groups (women, Indigenous peoples, persons with disabilities and members of visible minorities) in your application.

If you need accommodation at any point in the application or interview process, please let us know; we are committed to being an inclusive employer. 

Ready to mint your career?

Please forward your resume to careers@mint.ca by March 10, 2023. We thank all candidates who apply, however, only those selected for further consideration will be contacted.

We look forward to receiving your application.