Client Support Center Agent

Important messages

When you apply to this selection process, you are not applying for a specific job, but to an inventory for future vacancies. As positions become available, applicants who meet the qualifications may be contacted for further assessment.

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We are a growing Canada and our clients need our help each and every day. They need help with their immigration, citizenship, permanent resident card cases and so much more.

Our Client Support Centre is growing and we are looking for people, who share our values in client service excellence, respect, integrity and professionalism, to join our team.

Is client service excellence important to you? Are you someone who is dynamic, loves to learn and is willing to push yourself to the best of your abilities to better serve your clients?

1. Do you know how to build trust with a client? Our clients need to know we’re listening.
2. Do you know how to determine a client’s needs effectively? By asking the right questions, we ensure that we are truly helping our clients.
3. Does continual change excite you? In our Client Support Centre, changes happen often and they happen fast.
4. Do you thrive working in a fast paced, high volume environment?
5. Are you a great communicator? Our clients come from various backgrounds and cultures - adapting one’s approach to the conversation is essential.
6. Are you good with computers and navigating multiple systems at one time? We are known to use a multitude of tools and software on a daily basis.

We are proud of the service experience we offer to our clients. Come join our team and take pride in knowing you can make a difference!

If you think you have what it takes, check out our required experience criteria (essential qualifications) below and tell us how you meet each one. Be specific and give concrete examples (when, where and how did you obtain this experience). Answer a few of our screening questions and we’ll be in touch!

Intent of the process

This inventory will be used to establish a pool of qualified candidates which may be used to staff similar positions at an identical or equivalent group and level with various linguistic profiles, various security profiles, various tenures within Immigration, Refugees and Citizenship Canada.

Positions to be filled: Number to be determined

Information you must provide

Your résumé.

You must meet all essential qualifications in order to be appointed to the position. Other qualifications may be a deciding factor in choosing the person to be appointed. Some essential and other qualifications will be assessed through your application. It is your responsibility to provide appropriate examples that illustrate how you meet each qualification. Failing to do so could result in your application being rejected.

In order to be considered, your application must clearly explain how you meet the following (essential qualifications)

EDUCATION:

ED1. A secondary school diploma or employer-approved alternatives*.

* A satisfactory score on the PSC test approved as an alternative to a secondary school diploma;
OR
* An acceptable combination of education, training and/or experience.

Degree equivalency

EXPERIENCES:

EX1. Experience using Microsoft Office Suite applications, including Word, Excel AND Outlook.
EX2. Significant experience* gathering information in order to resolve a customer service request.
EX3. Significant experience* clarifying information in order to resolve a customer service request.

*Significant experience is defined as work experience usually attained during a period of at least 12 (twelve) months.

If you possess any of the following, your application must also clearly explain how you meet it (other qualifications)

ASSET EXPERIENCES:

AEX1. Experience in working, researching, studying or volunteering abroad.
AEX2. Experience working at the Immigration, Refugee and Citizenship Canada call centre.
AEX3. Experience working with Immigration, Refugees and Citizenship Canada programs or legislations.
AEX4. Experience working with the Global Case Management System (GCMS).
AEX5. Experience in the development of Visual Basics for Applications (VBA) to perform tasks within the Microsoft application.

OPERATIONAL REQUIREMENTS:

OR1. Availability, willingness and ability to work overtime as required.

The following will be applied / assessed at a later date (essential for the job)

Bilingual - Imperative (CBC/CBC)

Information on language requirements

Second Language Writing Skills Self-Assessment
In order to help you decide if you should apply to a bilingual position, an optional self-assessment of your writing skills in your second official language is available for you to take before completing your application.

For more information, please consult:
Unsupervised Internet Test of Second Language Writing Skills

BEHAVIOURAL COMPETENCIES:

BC1. Effective Interactive Communication (oral)
BC2. Client Service Orientation
BC3. Adaptability and Flexibility
BC4. Judgment/Analytical Thinking
BC5. Cross-Cultural Sensitivity
BC6. Values and Ethics

TECHNICAL COMPETENCY:

TC1. Written communication skills - level 2

ABILITIES:

AS1. Ability to verify information for accuracy.
AS2. Ability to use technology.

PERSONAL SUITABILITY:

PS1. Dependability

The following may be applied / assessed at a later date (may be needed for the job)

TECHNICAL COMPETENCIES:

TC1. Written communication skills – level 3
TC2. Specialized Subject Matter Expertise and Knowledge

Conditions of employment

1. Obtain and maintain a Reliability Security Clearance.
2. Successful completion of the Call Centre Agent Training Program.
3. Work in a fast paced, high volume work environment.
4. Work a variable shift schedule (20, 25, or 30 hours a week. High possibility of 37.5 hours per week), which may include weekends, holidays and evenings.
5. Wear a headset and be exposed to a computer screen for long periods of time.

Other information

*Random selection - Frequently Asked Questions:

1. Some advertisements state that random selection may be used to identify which applicants will be assessed during the appointment process. What is random selection?

Random selection is a strategy that is sometimes used to manage applicant volume. It identifies a sub-sample of applicants by applying the element of chance at some point during the appointment process, using criteria identified by the hiring organization.

2. How is this sub-sample of applicants determined?

To determine the sub-sample of applicants, the hiring organization identifies the following:
- criteria that qualified candidates must meet; and
- the number of candidates to be selected.

With the assistance of an electronic system that contains information on all applicants, candidates who meet these criteria are identified and the sub-sample is randomly selected from that group. The Public Service Resourcing System (PSRS) - the electronic system used to advertise, receive and select applications - performs the random selection function.

Candidates must meet all of the essential qualifications to be appointed to a position. A candidate may be appointed to a position even though he/she does not meet any or all of the asset/other qualifications or operational requirements. However, meeting these criteria is desirable and may be a deciding factor in choosing the person to be appointed.

Successful candidate(s) must meet and maintain the Conditions of Employment throughout their employment.

NOTE: Candidates will need to provide proof of their education credentials. Candidates with foreign credentials must provide proof of Canadian equivalency. Consult the Canadian Information Centre for International Credentials for further information at http://www.cicic.ca/indexe.stm

PLEASE NOTE: It is our intention to communicate with applicants via PSRS or e-mail for this inventory (for example, when sending an invitation for a written test or interview). Therefore, applicants must include in their application a valid e-mail address and ensure this address is functional at ALL times and accepts messages from unknown users.

Please note that your overall conduct and communications, including email correspondence, throughout the entire process may be used in the assessment of qualifications.

Your application in this inventory will be active for 365 days. A notice that your application is about to expire will be posted to the “My jobs” menu of your account 20 days before the end of your active period. If you do not take action, your application will no longer be active and therefore no longer considered for this inventory. Should your application become inactive while the process is still open, a notice will be posted to your account indicating that your application has expired; you may select the link Update my Inventory Status to reaffirm your interest.

The Public Service of Canada is committed to building a skilled, diverse workforce reflective of Canadian society. As a result, it promotes employment equity and encourages candidates to indicate voluntarily on their application if they are a woman, an Aboriginal person, a person with a disability or a member of a visible minority group.

The Public Service of Canada is also committed to developing inclusive, barrier-free selection processes and work environments. If contacted in relation to a job opportunity or testing, you should advise the Public Service Commission or the departmental official in a timely fashion of the accommodation measures which must be taken to enable you to be assessed in a fair and equitable manner. Information received relating to accommodation measures will be addressed confidentially.

Preference

Preference will be given to veterans and to Canadian citizens, in that order.

Information on the preference to veterans

We thank all those who apply. Only those selected for further consideration will be contacted.