Customer Service Representative (Finance) (Telework/Hybrid)

CBC/Radio-Canada•Ottawa, ON

1d•Hybrid

About The Position

The customer service representative (CSR) will act as a liaison, provide product or services information and support, and resolve emerging requests for employees of the corporation related to Finance Services. This includes areas such as accounts payables, procurement, employee expense reimbursement, travel reservations, and credit card management, ensuring 'Right-First-Time' precision. The CSR should be patient, empathetic, and communicative, able to understand customer perspectives and advocate for them. They must be adept at problem-solving, analytical thinking, troubleshooting, investigating, and escalating issues when necessary. The CSR aims to maintain excellent service standards and high customer satisfaction. This is a temporary role until April 2027.

Requirements

Fluently bilingual (French and English).
Graduation from a Community College (finance related an asset).
Demonstrated customer service experience for a minimum of two years.
Proven ability to manage phone conversations with clarity and a focus on listening to the details.
Demonstrated ability to guide callers through complex inquiries effectively.
Demonstrated phone contact handling skills and active listening.
Demonstrated familiarity with call routing and ticketing systems.
Demonstrated communication and presentation skills.
Demonstrated ability to multitask, prioritize, and manage time effectively.
Proficient in navigating ERP platforms like SAP, Oracle, or Workday.

Nice To Haves

Finance related Community College graduation.

Responsibilities

Manages customer interactions received by phone, email and other receiving channels.
Logs each interaction and subsequent liaisons into the ticketing system and documents all key actions attempted and final resolution.
Provides accurate, valid and complete information by using the right methods/tools.
Assigns tickets to appropriate other support teams based on predefined procedures or through escalation to a subject matter expert, senior support analyst or team leads.
Identifies and assesses customers’ needs to achieve satisfaction and builds relationships with the customers based on trust through open, supportive and positive communication.
Works on shift rotation as required by the Contact Centre to meet business demands.
Obtains limited coaching and follows provided corporate policies, processes, guidelines and procedures.
Engages customers, remains positive and takes ownership of each interaction.
On a rotational or temporary basis (additional remuneration), may perform some coordination activities within a specific business queue, such as: Coordination of incoming queue interactions; Maintenance of some job aids; Analysis of problems, metrics, trends and reports for input.