Customer Service Representative

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Work at CBC/Radio-Canada

At CBC/Radio-Canada, we create content that informs, entertains and connects Canadians on multiple platforms. Our successes and accomplishments are driven by embodying and upholding values, which include creativity, integrity, inclusiveness and relevance. 
 
Do you think you have the ability and drive to keep up with this exciting, ever-changing industry? Whether it be in front of the camera, on air, online or behind the scenes, you would be joining a team that thrives on making connections and telling stories that are important to Canadians.

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This role is a hybrid work arrangement. Work schedule to be discussed with the hiring Manager according to the guidelines defined by the department.

The customer service representative (CSR), will act as a liaison, provide product or services information and support and/or resolve when applicable any emerging requests for employees of the corporation related to Finance Services, like but not limited to, accounts payables, procurement, employees expenses reimbursement, travel reservations, credit cards management ensuring that every request is dealt with 'Right-First-Time' precision.

The CSR is patient, empathetic, and passionately communicative and can put themselves in their customers' shoes and advocate for them when necessary. The CSR is problem solving, analytical thinking and they are confident at troubleshooting, investigating or escalating if they don't have enough information to resolve the problem.

The CSR strives to ensure excellent service standards and maintain high customer satisfaction.

This is a temporary role starting in April 2026 for a duration of 1 year.

Key Competencies:

• Interpersonal skills;

• Communication skills - verbal and written;

• Listening skills;

• Problem analysis and problem-solving;

• Analytical Thinking;

• Attention to detail and accuracy;

• Data collection;

• Customer service;

• Adaptability;

• Initiative;

• Stress tolerance.

Key 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.

Education and Experience Requirements - mandatory

• Fluently bilingual (French and English);

• Graduation from a Community College (finance related an asset);

• Demonstrated customer service experience for 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;

• ERP Familiarity: Proficient in navigating platforms like SAP, Oracle, or Workday.

Candidates may be subject to skills and knowledge testing.
 

We thank all applicants for their interest, but only candidates selected for an interview will be contacted.

As part of our recruitment process, candidates who advance to the next

step will be asked to complete a background check. This includes:  

• A mandatory Criminal record check. 

• Other background checks may be conducted based on the operational requirements of the position.

CBC/Radio-Canada is committed to being a leader in reflecting our country's diversity. That's because we can only create and tell the stories that connect Canadians, by having a workforce that mirrors the ever-changing makeup of our country. That's why we, as an employer, value equal opportunity and nurture an inclusive workplace where our individual differences are not only recognized and valued, but also extend to and pervade all the services we provide as Canada's public broadcaster. For more information, visit the Diversity and Inclusion section of our website. If you have accommodation needs at this stage of the recruitment process, please inform us as soon as possible by sending an e-mail to
 
You are invited to consult and familiarize yourself with our Code of Conduct, which can be found on our corporate website. All employees must adhere to the Code as a condition of employment. We also invite you to take a look at our policy on conflicts of interest. In the event that you become an employee, it will be important to inform us, as quickly as possible, of any situation that, because of your hiring, constitutes or could appear to constitute a conflict of interest.

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