Bilingual Call Center Agent - Inventory

Update: Hello everyone,

Please note that the planned end date of the poster has been modified, and therefore, advanced.

Regards,

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.

Work environment

What we do:

Corporations Canada is the country’s federal corporate regulator. We administer the laws that allow Canadians to create and maintain a corporation under the federal laws governing corporations in Canada. The Corporations Canada Contact Centre is the central point of contact for our organisation. We are responsible for identifying customers’ needs, clarifying information, researching issues, and providing solutions and/or alternatives over the telephone and by email. We also facilitate communication between clients and other sections of Corporations Canada, as well as federal and provincial government agencies.

Location:

We are located at the CD Howe Building, situated at 235 Queen Street, an office complex in downtown Ottawa, close to Parliament Hill, the Rideau Canal and the Rideau Shopping Centre. This location offers close access to restaurants, fitness facilities, walking/running paths and parks. We are conveniently located close to major bus routes so it is easy to commute from all points across the National Capital Region.

Job summary:

Information Officers at the Contact Centre are responsible for ensuring that client queries are answered accurately and efficiently within Corporations Canada’s service standards. We assist clients with the filing of corporate documents, as well as answering client enquiries pertaining to policies, guides, and federal legislations administered by Corporations Canada. Information Officers are required to provide accurate, detail-oriented information in a timely fashion, and manage client expectations while remaining polite and helpful. They will occasionally be required to deal with challenging calls. As such, the Contact Centre is a challenging work environment that provides skills and experience that include corporate acts, the public service, and client relations.

We are looking for bilingual candidates who excel in fast-paced, client service settings and have strong communication skills in both reading and writing. The Contact Centre offers comprehensive in-depth training, tools to handle challenging calls, and a fun and engaging work environment that is centered on teamwork.

What will it bring to you?

In this position, candidates will improve their communication and problem-solving skills, as well as the ability to clearly convey complex information. They will develop and get experience with verbal and written communication, listening, problem analysis, customer service, organisation, attention to detail, judgment, and teamwork, as well as accumulating knowledge of federal corporations and the laws that govern them. The experience gained at the Contact Centre is invaluable for anyone interested with a career in government, client relations, or legal services.

Intent of the process

This inventory will be used to establish pools of qualified candidates to meet future needs within Innovation, Science and Economic Development Canada. Pools may be used to staff other similar positions of various tenures and linguistic profiles within Innovation, Science and Economic Development Canada.

Positions to be filled: 3

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:

A secondary school diploma or an acceptable combination of education, training and/or experience.

Degree equivalency

EXPERIENCE:

Experience in delivering services to the general public involving obtaining and providing information requiring explanation or clarification.

Experience in conducting research and verifying information.

Experience in the interpretation and application of legislative provisions.

Experience in providing information in a call centre environment.

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

Bilingual - Imperative (BBB/BBB)

Information on language requirements

ABILITIES:

Ability to prioritize workload.
Ability to analyse client requests and make recommendations.
Ability to communicate effectively orally.
Ability to communicate effectively in writing.

PERSONNAL SUITABILITY:

Effective Interpersonal skills
Client oriented
Attention to details
Judgement

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

OPERATIONAL REQUIREMENTS:
Candidates must be able and willing to work overtime on short notice.

Conditions of employment

Reliability Status security clearance

Candidates must be willing to work flexible hours varying between 08:00 and 18:00.

Tests

PSEE - Test of Judgement UIT

Applicants must complete the Public Service Entrance Exam: Test of Judgement Unsupervised Internet Test as part of the screening for this selection process. This test assesses the judgement required for solving problems in work-related situations. You will have 75 minutes to complete the test. You must complete the test before you submit your application for this position.

For more information, please consult: Public Service Entrance Exam - Test of Judgement Unsupervised Internet Test

Other information

A random and/or top down selection of candidates may be used in the determination of those to be given further consideration in the assessment process.

Pre-screening questions is an important part of your application. Take the time to answer the questions with as much details and examples as allowed. This is your chance to sell yourself and tell us what you have to offer.

A written exam may be administered.

Interviews will be conducted.

Reference checks will be conducted.

Candidates must meet the essential qualifications to be appointed to a position.

Communication for this process will be sent via email. It is the candidate’s responsibility to ensure accurate contact information is provided and updated as required; Candidates who apply to this selection process should include an email address that accepts email from unknown users (some email systems block these types of email).

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.