Canada Post
Service Representative Telephony - Bilingual (French)
This job is now closed
Job Description
- Req#: 172746
- Analyze and resolve client problems with key account and enterprise customers via the telephone and forward problems requiring further analysis to a deployed Service Representative.
- Plan, develop and prioritize customer calls as well as follow-up calls to discuss new products with the customer and to ensure they are satisfied with the product or service offering.
- Educate and inform commercial customers, including developing presentations, on existing and new products and Mail Operations processes including mail preparation, containerization, packaging and scheduling.
- Write or modify service proposals, and inform Mail Operations and all stakeholders of the signed agreements and any proposed changes.
- Contribute to the team sales target and CVI target by identifying potential sales opportunities and referring the lead to the sales team.
- Participate in the implementation of corporate initiatives at the divisional level, assume accountability for the achievement of specific goals based on these initiatives, and call customers to explain any anticipated changes.
- Keep up-to-date with basic selling skills and key competitors’ products and services.
- Maintain an in-depth knowledge of Canada Post products, networks and transportation, the National Distribution Guide, and Canada Post Operating Systems and processes including business and financial concepts.
- Post-Secondary Degree/Diploma (Equivalent experience may be accepted in lieu of a Post-Secondary Degree/Diploma)
- Minimum 2 years’ experience working in commercial customer service or commercial sales in a call centre environment
- Working knowledge of Microsoft Office (i.e. understand the major features of each software application)
- Not Applicable
- Not Applicable
Job Requisition Id: 172746
Business Function: Customer Experience
Primary City: Winnipeg
Other Location(s):
Province: Manitoba
Employment Type: Full-Time
Employment Status: Term (up to 18-month Term)
Language Requirement: Bilingual Imperative (BBCC)
Employee Class and Level: SL 03
Number of Vacancies: 1
Recruiter’s name: Andrea Cecchini
Position Reports To: JANIE SINCLAIR
Area of Competition: All CPC employees in Winnipeg.
Posting Date (MM/DD/YYYY):
Closing Date (MM/DD/YYYY):Job Description
Reporting to the Superintendent, Commercial Service, the Service Representative is an integral member of the Customer Relationship Management team providing after sale service to key account and enterprise commercial customers. The telephony Service Representative responds to calls from the CRM case process, directly from customers, and Mail Operations. Ensures customer concerns and problems are resolved with urgency.
Job Responsibilities
Below are the main job requirements and responsibilities for the Service Representative Telephony.
Job Responsibilities (continued)
Qualifications
Education
Experience
Other Candidate Requirements
Assets
Other Information
Safety Sensitive Positions
This position may be considered a Safety Sensitive position and has additional requirements under Canada Post's Substance Use Policy.Employment Equity
Canada Post will represent Canada’s diversity and provide a safe and welcoming workplace that embraces and celebrates our differences. We are committed to employment equity and encourage applications from women, Indigenous People, persons with disabilities and visible minorities.
Disability is defined as a persistent or episodic physical, sensory, or mental health condition and/or functional limitation. Disability includes both visible and hidden conditions and/or limitations that may impact vision, hearing, mobility, flexibility, dexterity, pain, learning, developmental, mental/psychological, and memory.Conflict of Interest
The Conflict of Interest Policy prohibits employees from hiring, supervising or reporting to, directly or indirectly via the reporting hierarchy, their immediate family or close personal relations. Should you feel that you may be in an actual or potential Conflict of Interest in regard to this job opportunity, you must communicate with the designated Human Resources representative.Accommodation
Canada Post is committed to providing an inclusive and barrier-free work environment, starting with the hiring process. If you are contacted by Canada Post regarding a job opportunity, please advise if you have any restrictions that need to be accommodated. All information received in relation to accommodation will be kept confidential.
Important Message
Your application must clearly demonstrate how you meet the requirements as Canada Post cannot make assumptions about your education and experience. We thank all those who apply. Only those selected for further consideration will be contacted.Our signature behaviours
Make the call – We’re empowered to make decisions, respectfully challenge the status quo, and support others to do the same.
Know the destination– We understand Canada Post’s strategy and goals and how we contribute to them, and we move forward with open minds when exploring new approaches. Deliver for others – We take pride in doing our personal best, demonstrate care for others, and support and encourage them to reach their potential.
Ignite our pride– We play a role in making Canada stronger by celebrating who we are, the communities we service, and issues that matter.
Our values
Our Values have three dimensions: “We matter as individuals, We matter to one another, We matter to our country”
TRUST
I earn the trust placed in me every day, and I trust that my safety and well-being are everyone’s top priority.
We do our best work when we trust each other.
We value the trust Canadians have in us, and understand it is earned with every decision and interaction.
RESPECT
I understand respect is the foundation of a successful workplace.
We respect each other as colleagues and treat each other as we would like to be treated.
We respect our country and the communities we serve, and understand we have a responsibility to be a positive force for change.
DELIVER
I challenge myself to safely deliver every day because what I do matters.
We are a network of people, united by what we accomplish and deliver together.
Delivering a stronger Canada for Canadians is at the heart of what we doPosition Occupancy
Applicants who are currently members of the employee group - the provisions of the collective agreement apply which respect to position occupancy requirements.Applicants who are currently members of another employee group - should contact their human resources representative to learn more about their position occupancy requirements.
Interview Notification
Should you be contacted for an interview, you are required to notify your Team Leader. If you do not meet the position occupancy guidelines above, you will need to provide confirmation from your General Manager and Director, Human Resources responsible for your function/region that you can be considered for this opportunity.About the company
Canada Post Corporation, trading as Canada Post, is a Crown corporation which functions as the primary postal operator in Canada.