Canada Post Representative – Bilingual
Job Description:
- Provide customer assistance via phone and chat for delivery status, redirected mail, rates, and general service questions
- Manage multiple chats while ensuring responses within service standards
- Ramp chat concurrency from 1 chat during the first 2 days, to a maximum of 2 chats from days 3 to 10, and 3 chats from day 11 onward
- Handle incoming calls professionally, empathetically, and with a solution-focused attitude
- Accurately document customer interactions and follow processes while navigating multiple tools
- Adapt to evolving customer needs and support calls, chat, or both according to business demand
Requirements:
- Bilingualism in French and English
- Ability to answer calls in English 50% to 80% of the time
- Typing speed of 40+ WPM with accuracy
- Available to work full-time, up to 40 hours per week
- Availability Monday to Friday, 7:00 am to 11:00 pm EST
- Availability Saturday and Sunday, 9:00 am to 9:00 pm EST
- Must reside within the hiring location
- Reliable high-speed internet connection of at least 25 MBPS
- Dedicated, quiet workspace free of distractions
- Flexibility to work evenings and weekends
- Excellent written and spoken communication skills, including de-escalation and customer concern resolution
- Strong multitasking and problem-solving skills with attention to detail
- Comfortable working under pressure in a fast-paced environment
- Previous customer service experience is an asset
Benefits:
- Premiums for weekend hours and bilingualism
- Fully-paid training and coaching program
- Work from home – equipment provided
- Full benefits package after six months, including medical, dental, and life insurance
- Enhanced RRSP contributions
- Discounts on insurance
- Career progression opportunities to advanced roles as you gain experience