Job Type: Independent Contractor

Employer: Procom
Reference code: 132741
Primary Location: Anywhere in Canada (remote)
All Available Locations: Burlington, ON; Brossard, QC; Calgary, AB; Edmonton, AB; Fredericton, NB; Halifax, NS; Kitchener, ON; Laval, QC; Moncton, NB; Montreal, QC; Ottawa, ON; Quebec City, QC; Regina, SK; Saint John, NB; Saskatoon, SK; St. John's, NL; Toronto, ON; Vancouver, BC; Victoria, BC; Winnipeg, MB

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Do you have customer service or contact centre experience? Do you have a strong interest in Indigenous subject matters? Are you seeking project-based work? Join our roster to participate in projects in our Managed Contact Center space!

What will your typical day look like?

Deloitte’s OperateNext Managed Contact Centre group is actively seeking resources with customer service and/or contact centre experience to assist with upcoming projects in our Managed Contact Centre. You will work independently and remotely as part of a dynamic front-line services group of customer service professionals. As an independent contractor or temporary employee on this team, project work will vary but tasks will include:

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

Compensation is on an hourly basis, at $20 - $22/hour.

We are currently recruiting for individuals who are available for remote project work starting this summer, with the possibility of extension. Remote work must be conducted from within Canada. Exceptional candidates will be fluent both English and French.

About the team

As an independent contractor or temporary employee, you will be working as part of Team Deloitte.

Our Managed Contact Centre provides support for customers and end users leveraging our workforce solutions and diverse base of professionals across Canada and globally. Our team works as the primary point of contact for client requests related to various support programs.

Deloitte is one of Canada’s leading professional services firms, providing audit, tax, consulting and financial advisory services across Canada. At Deloitte, we combine industry insight with a deep understanding of today’s local and global business challenges to give our clients the intelligent, practical and principled solutions they need to resolve both today’s and tomorrow’s challenges.

Deloitte is driven by its Purpose to make an impact that matters to its clients, people, and communities. We have been supporting Indigenous leaders, communities, and organizations for nearly 30 years. By investing our time and professional skills, Deloitte aims to break down barriers, such as access to education and employment, in order to build an inclusive and sustainable future for all. By living our Purpose, we will make an impact that matters.

Enough about us, let’s talk about you

You are someone with:

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.
Due to the nature of the role requiring interaction with national and global clients, bilingualism in French and English is required for this position in Quebec.

Please also note the following:

As part of the Procom onboarding process, you will be required to pass a background check, which includes a criminal record check. In addition, a background check will be required annually if your contract is renewed.

Contact Centre Agent at Deloitte