Contact Centre Agent - Temporary
Contact Centre Agent - Temporary
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Job Description
Position Description:
Ready to join an outstanding community of professionals who are committed to diversity and inclusion corporate social responsibility and encourages its members to learn grow and chart an exciting career
CGI is more than just an IT company. Be part of a team that supports the local community and has the ability draw on global outstanding talent. Benefits include a share purchase program profit sharing wellness credits training and development programs and flexible work schedules. Become part of an outstanding culture that gives you the freedom to innovate to make decisions to achieve your full potential and to chart your own career!
We are seeking a reliable professional to join our eHealth Contact Centre team as a Level 1 Contact Centre Agent providing support to Albertans using the desktop and mobile application MyHealth Records. In this multifaceted role you will support users by phone or through an online support portal to deliver a high level of customer support.
Your future duties and responsibilities:
Provide Level 1 user support by responding to diagnosing and resolving customer issues or questions raised over the phone or an online service portal through fast efficientt and friendly customer service
Use existing process and procedure documentation to help solve issues
When unable to resolve on first contact advance unresolved inquiries by clearly articulating customer issues and collaborate with a variety of Level 2 teams and third party service providers monitor for status and communicate the resolution back to the client
Resolve problems with or without remote tools
Clearly document all inquiries and cases using the existing case management system
Provide status updates to users when requested or as required by service level measures
Enter all resolution steps into the case management tool
Understand service level requirements in order to manage time and workload to meet predetermined service levels
Assist in peer agent training create reports and update documentation
Required qualifications to be successful in this role:
13 years of experience in customer service in a call centre environment or applicable work experience
Be proficient with telephony system email CRM and other applications to support tier 1 responsibilities
Ability to stay up to date on current and revised tier 1 processes documentation and application functionality
Excellent verbal and written communication skills
Ability to work independently and within a team structure
Support and assist peers and team as needed (ie Troubleshooting cases answering questions mentoring etc.
Customer service preferred with the ability to handle difficult callers and problem solve various issues
Experience in Internet Explorer Google Chrome Firefox and other modern browsers
Clear eloquent speaking voice excellent phone etiquette
Available to work within regular business hours Monday to Friday 8:00am4:30pm MST
Above average knowledge of MS Office applications (Excel Word PowerPoint Outlook)
Excellent troubleshooting and analysis skills with attention to detail
Strong computer skills ability to multitask and balance multiple priorities good time management skills
Must be reliable and punctual bring positive energy enjoy being a problem solver and helping others
Outstanding interpersonal skills; a selfstarter
Great teammate energetic enthusiastic eager to learn and grow
Able to work in a fastpaced dynamic environment
This position is a 6month temporary role.
Build your career with us.
As digital transformation continues to accelerate CGI is at the center of this changesupporting our clients digital journeys and offering our professionals exciting career opportunities.
At CGI our success comes from the talent and commitment of our professionals. As one team we share the challenges and rewards that come from growing our company which reinforces our culture of ownership. All of our professionals benefit from the value we collectively create.
Be part of building one of the largest independent technology and business services firms in the world.
#LIAP1
#INDCGIC
Skills:
- Customer Service & Support
- Telephony
What you can expect from us:
Together as owners lets turn meaningful insights into action.
Life at CGI is rooted in ownership teamwork respect and belonging. Here youll reach your full potential because
You are invited to be an owner from day 1 as we work together to bring our Dream to life. Thats why we call ourselves CGI Partners rather than employees. We benefit from our collective success and actively shape our companys strategy and direction.
Your work creates value. Youll develop innovative solutions and build relationships with teammates and clients while accessing global capabilities to scale your ideas embrace new opportunities and benefit from expansive industry and technology expertise.
Youll shape your career by joining a company built to grow and last. Youll be supported by leaders who care about your health and wellbeing and provide you with opportunities to deepen your skills and broaden your horizons.
At CGI we recognize the richness that diversity brings. We strive to create a work culture where all belong and collaborate with clients in building more inclusive communities. As an equalopportunity employer we want to empower all our members to succeed and grow. If you require an accommodation at any point during the recruitment process please let us know. We will be happy to assist.
Come join our teamone of the largest IT and business consulting services firms in the world.
Required Experience:
Unclear Seniority
Employment Type
Full-Time
