Bilingual Client Service Representative

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

Canada is surrounded by the Arctic, Atlantic and Pacific Oceans and is home to the Great Lakes, which translates to one of the world's most valuable commercial fishing industries, worth more than CDN $5 billion a year and providing more than 130,000 jobs to Canadians. Canada exports an estimated 80%, by value, of its fish and seafood production.

In June 2011, Fisheries and Oceans Canada opened the Catch Certification Program's Operations Centre to support Canadian exporters of fish and seafood products affected by the European Union (EU) regulation establishing measures to address illegal, unreported and unregulated (IUU) fishing. The Operations Centre has since expanded to meet the client service needs of several other Fisheries and Oceans Canada programs.
In addition to the Catch Certification Program, the Operations Centre provides services for the following:
• Client support services to Canadian fish harvesters for online licensing.
• Permitting services to Canadians wishing to export products derived from marine species listed under CITES (Convention on International Trade in Endangered Species).
• Services to exporters using the eBCD (Electronic Bluefin Tuna Catch Document) system.
• Services to Canadians requiring CCAMLR (Convention for the Conservation of Antarctic Marine Living Resources) catch documents to import or export Patagonian toothfish.

Providing client services to the fish and seafood industry often requires quick problem-solving skills to ensure that all products exported are accompanied by the proper documentation and to ensure Canadian exporters are able to meet their trade deadlines. The Operations Centre has various service standards to ensure that all exports conform to international regulations and to minimize the risk of products being detained.

Fisheries operate 24/7 and we provide service to the fish and seafood industry 362 days of the year. Consequently, candidates must be willing to accept shift work and work occasionally on weekends and holidays. Positions being staffed through this process will be on rotating shifts between 8:00 AM AST and 9:00 PM AST.

The Operations Centre is looking for candidates that are focused on client services and who want to become part of a dynamic team. Client Service Representatives work in a communications centre environment where they provide client support related to multiple Fisheries and Oceans Programs. The work environment will be attractive to people who are: highly motivated; eager for opportunities to learn; quality-oriented; customer focused; able to thrive in a fast-paced, high-volume environment.

Please note that this process will be used to staff bilingual positions in Tignish, Prince Edward Island. Applicants are encouraged to apply only if they are willing and able to work in or relocate to this location, and meet minimal linguistic requirements (see Bilingual – Imperative section below).

Intent of the process

A pool of qualified candidates will be established and used to fill bilingual positions with various tenures and security requirements within Fisheries and Oceans 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
Successful completion of two years of secondary school or an acceptable combination of education, training and/or experience.

Degree equivalency

EXPERIENCE
Experience in using the following computer software: word processing, spreadsheets, internet navigation, and e-mail.

Experience in providing services in a client service environment, which involves exchanging and explaining information by phone and email, and responding to questions.

Experience in gathering and analyzing information.

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

ASSET QUALIFICATIONS
A secondary school diploma.

Certificate/Diploma from a post-secondary institute in a discipline related to the position (Such as: Business Administration, Natural Resource Management, International Studies, Client Service Management)

Degree equivalency

Experience in the interpretation and application of Fishery Regulations.

Experience in the interpretation and application of licensing or certification requirements.

Experience providing client services to meet licensing, certification or export requirements.

Experience working in a call centre environment.

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

Bilingual - Imperative (BBB/BBB)
The Operations Centre has an immediate need to staff bilingual imperative positions. Therefore, only applicants who meet minimal linguistic requirements need apply. Second language evaluations will be completed during the selection process. The minimal requirement for bilingual positions is BBB/BBB for both English and French. Please refer to the following website to obtain more information about second language evaluations in the public service, and what a BBB/BBB language profile means: https://www.canada.ca/en/public-service-commission/services/second-language-testing-public-service.html .

We recommend that interested applicants use the self-assessment tests to obtain an idea of the level they could obtain if undertaking the second language evaluation tests.

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

ABILITIES
Ability to plan, organize and prioritize workload in order to meet deadlines.
Ability to verify information to ensure completeness and accuracy.
Ability to communicate effectively orally.
Ability to communicate effectively in writing.

PERSONAL SUITABILITY
Client Service Orientation
Attention to detail
Effective interpersonal relations
Judgment
Problem solving
Dependability

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

OPERATIONAL REQUIREMENTS
Willing and able to travel occasionally and within Canada.
Willing and able to work on shifts and outside core hours, including evenings, weekends and on Statutory Holidays.
Willing and able to work overtime, as required.
Willing and able to work in Tignish, PEI.

Conditions of employment

OTHER CONDITIONS OF EMPLOYMENT
Willing and able to work on rotating shifts between 8:00 AM AST and 9:00 PM AST.

Other information

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ASSESSMENT
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A written examination will be administered.

An interview will be administered.

Reference checks will be sought.

All communication relating to this process, including email correspondence may be used in the assessment of qualifications.

Proof of education will be required.

LEAVE/ABSENCES DURING THIS SELECTION PROCESS: It is the responsibility of the candidate to notify the contact person of any pre-approved leave throughout the duration of the process in order to facilitate scheduling of evaluations. One (1) alternate date will be possible only if requested for the following reasons: 1) Medical reasons with doctor’s certificate 2) Death in your immediate family 3) Confirmation of pre-approved travel plans or training plans 4) Religious reasons or another reason that is considered reasonable by the assessment committee.

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OFFICIAL LANGUAGE
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Persons are entitled to participate in the selection process in the official language of their choice. Applicants are asked to indicate their preferred official language in their application.

Official language proficiency: due to its unique character, this essential qualification could be assessed and required solely upon appointment. It is therefore the candidate’s responsibility to inform the person in charge of the selection process if he/she obtains the linguistic requirements after the pool has been established. Also, a person who initially failed linguistic testing could be introduced into the pool of qualified candidates during the pool’s validity period if he/she is assessed again through another selection process or following linguistic training.

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COMMUNICATION
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It is the candidate’s responsibility to inform the Departmental contact involved in this selection process of any change of contact information during the selection process and during the validity period of the pool.

Candidates must provide a valid email address as communication for this process will be conducted by email.

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

Please note that achieving the pass mark on any of the assessments used does not mean you will move forward in the selection process. Management may decide to use a score that is higher than the pass mark on any of the evaluations used throughout the selection process. Management may also decide to use top-down selection at any stage of the process.

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.