Bilingual Service Officer (26 positions) for provincial government agency client, North York.
Marberg Job Number: 2486.
Job Type: Temporary.
Initial Term: February 10 2025 to June 30 2025.
Compensation: $34.11 per hour - $36.43 per hour, according to experience.
Regular Work Hours: FULL TIME HOURS; 7.25 hours per day not including 0.75 hour unpaid lunch break, to be worked between 8 am and 9 pm, on a rotating shift basis, Sunday through Saturday (36.25 work hours per week, including evenings and weekends). Must be available to work additional paid hours as required during peak periods.
Work Location: 100% onsite at client's North York office, with free parking provided.
Responsibilities Summary:
Respond to telephone and email inquiries from service staff and branch offices throughout Ontario, ensuring compliance with customer service level agreements and protocols.
- Deliver consistent and accurate corporate messages to callers, and respond to email inquiries in a professional and timely manner.
- Provide accurate, consistent First Tier support when responding to a broad range of telephone and email inquiries from branch offices.
- Manage first level internal ticketing system. Log accurate information after each call.
- Assist with inbound and outbound emails, and provide consistent responses to email inquiries within defined service level agreements and service queues.
- Identify trends in First Tier inquiry patterns, report findings and assist with drafting responses to Frequently Asked Questions (FAQs)
- Identify and escalate Tier 2 and Tier 3 issues that cannot be addressed from existing knowledge base and resources.
- Maintain strong customer relationships by professionally managing inquiries and ensuring resolutions are accurate, even if they require additional time or discussion.
- Additional customer service and support responsibilities as required.
Qualifications: Education: High School Diploma, or equivalent combination of education and work experience.
Preferred Work Experience: At least 1+ years of experience in a fast-paced customer service or inbound call centre environment.
Technical and Language Skills Requirements:
- Proficiency with MS Word, Excel, Teams (will be tested).
- Strong data entry skills and attention to detail (will be tested).
- Experience with operating an online telephony, email and ticketing system.
- Strong English communication skills, both written and verbal (may be tested), including strong reading comprehension and business writing skills, and professional telephone manners.
- Written and verbal fluency in French an asset. French language fluency will be tested.
Task -Based Qualifications and Additional Attributes:
- Demonstrated experience with customer service protocols and best practices.
- Demonstrated ability to follow detailed instructions and scripts when answering telephone and email inquiries.
- Strong relationship management, problem-solving and analytical skills to maintain effective relationships and ensure inquiries are addressed thoroughly and accurately.
- Punctual, responsible, and reliable. Demonstrated record of professional conduct and character.
- Focused and able to work effectively with minimal direction and supervision, to prioritize tasks effectively, and to manage volume targets and due dates.
- Proficient de-escalation skills. Excellent listening skills, and the ability to provide and receive effective feedback.
- Proven ability to professionally handle confidential information and exercise good judgement in the interpretation and application of instructions and organization policy.
- Superior attention to detail, and organized, methodical approach to completion of tasks.
- Demonstrated successful experience of prioritizing work, making decisions and communicating with others within a values framework of respect, equity, anti-racism, diversity and inclusivity.
Additional Requirements:
- Must be legally entitled to work in Canada, providing satisfactory documentation upon request.
- Ability to work 100% onsite, abiding by organization health and safety policies.
- Ability to declare personal Non-Conflict of Interest in execution of assignment responsibilities.
- Provision of certification of AODA and OHSA online training course completion prior to assignment start.
- Satisfactory Background Checks, Technical Skills Evaluations, and Employment References.
Application Notes:
Recommended Application Date: Immediately - please note that we are screening and shortlisting Candidates immediately and qualified applications may be contacted same day as date of application.
We thank all applicants for their interest but wish to advise that only those selected for an interview will be contacted.
Please note that Marberg Staffing updates job posts regularly, and external job boards may not reflect these changes in a timely fashion. Please refer to https://marberg.com/career-portalfor the most current information including salary range.
Please note that for this position, Marberg Staffing only accepts applications through Indeed.ca, LinkedIn and marberg.com.
Candidates are only contacted via official phone call, email, or LinkedIn message from Marberg Staffing. Please disregard any initial contact through other mediums such as text message.
Marberg is committed to supporting workplace diversity and inclusivity, to reflect the demographic profile of all Ontarians. Applications are encouraged from equity seeking groups including people of colour, Indigenous people, individuals with disabilities, and people from the LGBTQ2S community.
