Lead Agent, Customer Service - Fredericton, Canada - Canada Post - Postes Canada

Canada Post - Postes Canada
Canada Post - Postes Canada
Verified Company
Fredericton, Canada

1 week ago

Sophia Lee

Posted by:

Sophia Lee

beBee Recruiter
Description
Job Requisition Id: 163722


Business Function:
Customer Experience


Primary City:
Fredericton

Other Location(s):Opportunity for partial remote work available.

Province:
New Brunswick


Employment Type:
Full-Time


Employment Status:
Permanent


Language Requirement:
Bilingual Imperative (BBCC)


Employee Class and Level:
UPCEA06

Working Hours: 37.5 hours per week

Number of Vacancies: 1

Job Closing Date (MM/DD/YYYY): 01/03/2023


The Lead Agent, Customer Service, provides a high degree of specialized service to Canada Post Call Centre agents and customers for issues and complaints that may reach the President or the Ombudsman by acting as the first level of contact in the escalation process.


Responsibilities:

Below are the main job requirements and responsibilities for the Lead Agent, Customer Service.

  • Provides Call Centre agents with expert assistance in locating information required to provide frontline customer service. Coordinates work priorities of customer service representatives to ensure service levels are met at the end of the day.
  • Acts as first level of contact to agents in the handling of difficult customers, emergency calls, and to customers who wish to escalate complaints, issues, and problems to the President or the Ombudsman. Follows up and maintains contact with customers to ensure complete satisfaction with the service rendered. Documents all cases thoroughly.
  • Monitors the Meridian MAX and regularly provides information regarding service levels. Coordinate/prioritizes call centre agents' priorities to ensure service levels are met at the end of the day. Gathers statistical information on the agents' performance and communicates same to the agents and the officer.
  • Escalates files on behalf of customers and agents by communicating with appropriate section and division of Canada Post. Identifies problems to the Officer and suggests potential corrective measures.
  • Supervises and schedules shifts, and ensures proper staffing of all positions and that hours are maintained to meet operational requirements.

Job Responsibilities (continued):


  • Compiles and processes readily available information following preestablished guidelines. Prepares and distributes various daily, weekly and monthly reports. Prepares spreadsheets and charts. Maintains accurate and up to date information on various lists as required.
  • Maintains accurate records, assembles, analyzes and compiles information, statistics and reports, cross references all documents to ensure data accuracy and integrity. Verifies various reports, identifies anomalies and ensures corrective actions are undertaken.
  • Locates items by using the network established or by accessing delivery information for barcoded products using mainframe systems.
  • Verifies legitimacy of a claim through the inquiry process ensuring all requirements have been met. Negotiates and issues refunds/payments with customers for service failures or dissatisfaction.
  • Performs other duties such as acting as single point of contact for problems with computers, opening and closing the Call Centre ensuring it is secure, and remaining current on products and services.

Qualifications:

Education

  • Completion of secondary school according to provincial standards, or equivalent (GED) is required.
  • Completion of postsecondary (College/University) course(s) in a related field.
Experience

  • 25 years of related work experience is required.
  • Strong written and oral communication skills.
  • Adept at customer engagement.
  • Skilled at problem analysis and the resolution of customer issues.
  • Sufficient knowledge of Canada Post products, policies and procedures to provide specialized service to Call Centre agents and customers.
  • Knowledge of MAX, which provides statistical information on agent performance and call center service.

Other Information:

Bilingualism is required in both official languages (French and English).


The Lead Agent, Customer Service:


  • Acts as the first level of contact in the escalation process.
  • Provides expert assistance to Canadian consumers, Canada Post customers and frontline Call Centre agents with enquiries and issues related to customer care.
  • Leverages knowledge and tools available to arrive at the best and quickest resolution possible for the customer and Canada Post.

Essential Requirements

Knowledge:


  • Microsoft Office Suite of software, especially Microsoft Teams and Word
  • Customer service experience and skillsets

Abilities:


  • Ability to deal with difficult customer situations
  • Ability to adapt easily to change
  • Ability to work independently but also assess the need for escalation and teamwork
  • Ability to take a difficult conversation and acknowledge the customer's frustration and remain professional at all times
  • Ability to create a meaningful conversation with customer that demonstrate a willingness to help
  • Ability to work in environment where not all next steps are outlined, must be able to mak
More jobs from Canada Post - Postes Canada
See all jobs of Canada Post - Postes Canada