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Call Centre Agent job in Concord

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Job Ref:  090e1b783
Employer:  Direct Solutions - Canada
Country:  Canada
County/State:  Ontario
City:  Concord
28/10/2016 11:34
Job Description:

Purpose of Role To consistently provide outstanding quality service to the Carillion Services central call centre, while ensuring Performance Standards are achieved. To provide our clients with an immediate point of contact regarding our services and to ensure requests are accurately tracked and assigned to the appropriate person or team for completion. To display a high level of professionalism and provide efficient and effective service in a fast paced and time sensitive NA to telephone, e-mail, requests for serviceEnsures availability to promptly handle inbound calls and other types of requestsUses effective listening and probing techniques to accurately capture and log each request and dispatches the task to the appropriate person or team in a timely manner using Concept Evolution systemSupport Concept Reach (Web portal) usersPrioritizes tasks based on urgency and impact using the outlined guidelinesEscalates issues when necessaryFollows up to determine status of tasks and ensures completed and partially completed tasks are entered into the database, to maintain the current status of tasks outstandingProvides and prepares all Call Centre reports as requestedLogs IT Helpdesk tickets when required to do soHandles and logs inbound calls from CSI staff that are unable to attend work and makes outbound calls to find replacement. (Sick Call Replacement Process)Demonstrates Carillion's Core ValuesKeeps abreast with changes in policies and procedures and take initiative for personal growth and developmentConsistently displays a strong customer focused and professional image at all timesRecognizes and provides recommendations to improve efficiency to our processes and proceduresContributes to a positive, fun and engaging team environmentHandles other duties or special projects as assignedBe flexible on shift to support the businessBe available to start early and finish late if requiredMay be required to travel to contract site(s) for orientation, training, on-site duties Requirements:High School DiplomaAbility to work scheduled work week: Rotating, 7.5 hour shifts including night shifts. This is a 24hr, 7 days a week call NA 1-2 years work experience in a Call Centre environment or in Customer Services with extensive usage of phonesExcellent communications and customer service skillsMust be able to demonstrate good judgment, show discretion, and understand the highly confidential and sensitive nature of matters being handledComputer knowledge includes the ability to function within an MS Windows platformStrong phone etiquetteAbility to multitask with continuously changing prioritiesStrong attention to detailAn ideal candidate will have background in working within healthcare, database NA (English & French) is viewed as an asset. Additional Role InformationAs an employer of choice, we treat all of our employees consistently and fairly to help you achieve personal and professional ambitions. We strive to meet the accommodation needs of persons with disabilities. Applicants are encouraged to make their needs for accommodation known in advance during the application process. We thank all applicants for considering a career with us; however, only those selected for an interview will be contacted. At this time we do not require assistance from recruitment agencies, thank you.

Company Description:

The work we do at Carillion affects the quality of life for everyone. Providing a broad range of business, transportation, and construction services to international, commercial, and public sector clients, we are poised for growth. Carillion Canada's roots started in civil engineering. Today Carillion Canada operates in four major business areas: road and highway maintenance, construction services, facilities management and public private partnership projects.

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