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Saskatchewan Indian Institute of Technologies
IRS Call Centre Agent Dene
Competition #: F-0028
SIIT is looking for a Call Centre Agent who speaks Dene. The incumbent will be responsible for ensuring customer care, compassion and empathy towards clients regarding Indian Residential School claim issues are met, as well as respecting confidentiality for the purposes of providing professional customer service to clients. Please state in your resume that you speak Dene.
TYPICAL DUTIES:
Answer phones and respond to clients inquiries regarding Indian Residential School claims
Provide clients with accurate information
Transfer calls to appropriate language representative
Register, assess and refer clients to appropriate department
Identify and research client issues regarding Indian Residential School claims
Complete log/notes in Filemaker pro
Log all incoming calls and create action notes in Filemaker pro
Recognize, document and alert the supervisor of trends in client calls
Recommend process improvements
Be punctual and maintain acceptable attendance
QUALIFICATIONS:
Candidates must complete a Personal Screening Consent and Authorization Form as well as a Security Screening Certificate and Briefing Form provided by the Government of Canada. Upon successful completion the candidates will be provided with a Security Screening Certificate
Knowledge of Dene Language and culture
Must provide accurate information to claimants
Must be able to work under continual pressure and demonstrate the flexibility necessary to work in a continually changing environment
Demonstrate analytical and decision making abilities
Must be able to type a minimum 25 words per minute
Must successfully complete prescribed training courses
Knowledge of Microsoft Office (Word and Outlook)
Location and Dates: Saskatoon Call Centre, starting ASAP on an as needed basis
Essential Skills
- Reading text
- Oral communication
- Working with others
- Finding information
- Computer use
Specific Skills
- Access and process information
- Answer inquiries and provide information to customers
- Receive and log complaints
Work Setting
- Business services
Work Location Information
- Urban area
Work Conditions and Physical Capabilities
- Work under pressure
Business Equipment and Computer Applications
- Word processing software
- Electronic mail
- General office equipment
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