SEPTEMBER 11, 2017
agent, customer services
POSITION NUMBER: 00021394
POSITION STATUS: Temporary 6 months, Full-Time (with possibilities of extension)
DIVISION: Distribution, Communications and Marketing
Department : Customer Services
SALARY RANGE: 4 - $ 38,806 à $46,718
UNION CATEGORY: CUPE
SUMMARY OF DUTIES
Under the direction of the call centre's Customer Service Supervisor, contributes to the delivery of the Centre's general services by providing full-service bilingual information on distribution services. Provides frontline response to general information requests, offering sales services, advice to customers, basic technical support to users of the NFB.ca and CAMPUS sites and returns of audiovisual and promotional documents. Administratively processes related transactions by balancing the accounts for the various daily sales transactions, processing credit or refund requests and participating in the day-to-day operations of order management and subscriptions from the NFB.ca and CAMPUS sites and from e-stores. Finally, participates in customer service administrative activities and their ongoing improvement.
· From a customer satisfaction standpoint, answers questions about the NFB's products, services and activities; explains policies and procedures for accessing the NFB's services and, if necessary, directs customers to contact persons in each department who can meet their needs.
· Using established lists, responds to requests for quotes from customers in Canada and the U.S., and processes the orders of these customers.
· Collects monies for transactions and checks that they match the recorded orders and subscriptions.
· Addresses customer inquiries via telephone, e-mail, fax or mail, which may be related to general operations, NFB.ca policies, the CAMPUS offering and features, pricing, inventory, order tracking, products and services or their account status. Advises customers on the choice of documents suited to their needs by consulting NFB catalogues and understanding the various NFB databases.
· Enters the data necessary to process orders, CAMPUS subscriptions and institutional registrations; collects and checks monies (credit card/cheque) from sales; balances prepaid transactions with reports on a daily basis; processes products returned for exchange, refund or credit per established procedures and performs the required automated transactions; replaces products that are defective or lost in the mail; resolves customer complaints and forwards them to the persons concerned, as needed.
· Provides frontline technical support to NFB.ca users and CAMPUS subscribers; advises and guides them through our site; reports technical issues and follows up on potential solutions.
· Supports CAMPUS management by entering institutional subscription orders in Oracle and in Admin. Enters IP addresses and creates missing institutions, as needed, for CAMPUS subscriptions in Admin.
· Provides frontline support to e-store users; manages e-stores by approving orders and registering institutional clients.
· Views films when permitted in order to better inform customers.
· Updates electronic, individual and institutional subscriptions to CAMPUS in the database.
· Compiles statistics and relevant comments from internal or external customers when requested by the supervisor.
· Does filing in and occasionally updates the different databases.
· In collaboration with various internal partners, participates in the application of telemarketing campaigns to grow sales.
· Checks draft catalogues and performs any other tasks necessary for the Call Centre to run smoothly and achieve common objectives.
· College diploma or university degree in a discipline related to communications, administration, marketing or film, with one (1) year of relevant customer service experience in a call centre.
· Experience in a cultural field is an asset.
· Good knowledge of the Canadian film industry in general and NFB productions specifically.
· Good command of common MS Office tools and ability to quickly learn other office software programs. Knowledge of Oracle is an asset.
· Available to work non-standard hours (1 to 2 evenings per week or on-call).
· Bilingual French and English (written and spoken).
· Suitable personal and professional qualities: ability to work on a team and under pressure, tact, sound judgment, etiquette, independence and organizational skills.
Interested candidates with the above qualifications are invited to apply in writing, including a copy of their résumé to email@example.com , BY SEPTEMBER 22, 2017, citing competition number: JS-00021394.
As part of its employment equity policy, the NFB gives special consideration to applications from all qualified candidates belonging to any of the following groups: Aboriginal peoples, persons with a disability and visible minorities.
Please note that only applicants selected for an interview will be contacted.