Work From Home - Canada Post Chat Specialist (Bilingual)

Overview

Are you looking for a career that will allow you to work from home and put forward your customer service skills? If so, we have the perfect opportunity for you within the Canada Post team.

What Nordia Offers

• Hourly wage of $18.61 after training;
• Premiums for weekend hours;
• Fully-paid training and coaching program;
• Full benefits package after six months, including: comprehensive insurance (medical, dental and life); enhanced RRSP participation; preferential pricing on insurance;
• Work from home from your first day of employment!
  
  

Eligibility Criteria

• Must reside in New Brunswick;
• Must have a minimum of 25 MBPS high speed internet;
• Must have a dedicated space and not be disturbed during your shift.
  
  

Responsibilities

What your day will look like:

As a chat specialist, you will provide chat support to assist and respond to Canada Post customers' various requests such as their delivery status, redirected mail, rates, and general inquiries.

What You Need To Know

• During the first two weeks of transition after training, you will be on voice calls for 1 hour per day;
• Chat concurrency will ramp up as follows: 1 chat for the first 2 days, a maximum of 2 chats from days 3 to 10, and from day 11 onward, 3 chat concurrency;
• Although your schedule will focus on chat services, you may be asked to move to voice support in a live format (not often pre-scheduled unless the need persists for several weeks). The time spent on voice support can vary from 0 to your entire work week. You must respond to incoming chats within 75 seconds, even if it requires pausing your existing conversations.
• For chats of short duration, your after-call work (ACW) time should be less than 2 minutes;
• Able to work in an ever-evolving environment with challenging customers;
• Adept at de-escalating customer concerns while demonstrating a positive solution driven mind frame;
• Experience operating under pressure;
• Capable of moving between multiple tools to complete the task/requests from customers effectively.
  
  

Qualifications

• Available to work full-time in the following time slots:
• Monday to Friday between 7:00 am and 11:00 pm EST;
• Saturday and Sunday between 9:00 am and 9:00 pm EST;
• Bilingualism (French/English) – you will need to interact with French and English-speaking people in Canada and will need to answer calls or chat in English between 50% to 80% of the time;
• You can type quickly and accurately (50+ words/minute);
• Excellent communication skills - you know how to convey information clearly and concisely, both verbally and in writing;
• You're a solid multitasker, comfortable with a computer;
• You're great at paying attention to details; solving problems is your strength;
• Finally, a flexible schedule is key - we have to be able to serve customers when they need us (during the day, evening, or weekends) - That's what customer service is about!
  

Training Start Date

Why Nordia?

People are what make Nordia special. And we’re focused on hiring and retaining the best. We offer competitive compensation, a stimulating work environment, excellent benefits and great opportunities to grow. That’s why we have the highest employee loyalty and highest satisfaction in the industry. In 2018, Nordia was the first company in its industry to be recognized by Waterstone as one of Canada's Most Admired Corporate Cultures, winning again in 2021 and recertified in 2022 and 2023.

Nordia is a designated employer to the New Brunswick Provincial Nominee Program (NBPNP) and Atlantic Immigration Program (AIP). This position would be considered under NOC 64409, Teer 4.

Want to learn more about our career opportunities and what makes Nordia the best place to work? Visit our website !

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