Contact Centre Agent

About

Deloitte's OperateNext Managed Contact Centre group provides support for customers and end-users, leveraging workforce solutions and a diverse base of professionals across Canada and globally. They act as the primary point of contact for client requests related to various support programs. Deloitte is a leading professional services firm in Canada, offering audit, tax, consulting, and financial advisory services. They are committed to making an impact that matters and have a long-standing commitment to supporting Indigenous leaders, communities, and organizations.

Responsibilities

• Collaborate with contact centre and help desk teams to respond to customer inquiries via multiple channels such as phone and email.
• Provide exceptional customer service by delivering timely and accurate responses using industry technologies.
• Identify opportunities for innovation and improvements in client service delivery and process efficiency.

Requirements

• Customer service or contact centre experience.
• Strong interest in Indigenous subject matters.
• Strong written and verbal communication skills in both English and French.
• Empathy, compassion, cultural sensitivity, and excellent listening skills.
• Ability to remain calm and non-judgmental during challenging calls.
• Professional customer service skills with a strong phone presence, and passion for the customer and customer experience.
• Previous customer service or contact centre experience.
• Additional relevant training in customer service and trauma-informed care is an asset.
• Availability to work flexible schedules including evenings until 8:00pm EST.
• Flexible and quick learner, able to adapt to continuously evolving client needs.
• Ability to adapt to new processes and procedures in a dynamic environment.
• Ability to multitask and have strong organizational skills.
• Ability to work independently and exercise good judgment.
• Self-driven with attention to detail and follow-through.
• Minimum high school education. Post-secondary education is an asset, but not required.
• Bilingualism in French and English is required for this position in Quebec.