REMOTE Project-based roles - Contact Centre Agent

• Collaborating with your contact centre and help desk teams to respond to customer inquiries via multiple channels such as phone and email.
• Provide exceptional customer service by providing timely and accurate responses using industry technologies.
• Identify opportunities for innovation and improvements in client service delivery and process efficiency.

• Strong written and verbal communication skills in both English and French
• Empathy, compassion, cultural sensitivity and excellent listening skills
• Ability to remain calm and non-judgmental during challenging calls
• Professional customer service skills with a strong phone presence, and passion for the customer and customer experience
• Previous customer service or contact centre experience
• Additional relevant training in customer service and trauma-informed care is an asset
• Availability to work flexible schedules including evenings until 8:00pm EST
• Flexible and quick learner, able to adapt to continuously evolving client needs
• Ability to adapt to new processes and procedures in a dynamic environment
• Ability to multitask and have strong organizational skills
• Ability to work independently and exercise good judgment
• Self-driven with attention to detail and follow through
• Minimum high school education. Post-secondary education is an asset, but not required.
• Due to the nature of the role requiring interaction with national and global clients, bilingualism in French and English is required for this position in Quebec.

• As part of the Procom onboarding process, you will be required to pass a background check, which includes a criminal record check. In addition, a background check will be required annually if your contract is renewed.
• As part of the interview and onboarding process, and to ensure ongoing identity verification, you will be required to:

• show a piece of government issued ID during the interview so we can verify your identity;
• send Procom two pieces of ID;
• send Deloitte a current photo of yourself which will be used as your profile picture
• For scheduled meetings, you may be required to be on video.You must work in Canada at all times.
• Deloitte will monitor the location from which you connect to our systems.

• "route" is used for session stickiness
• "careerSiteCompanyId" is used to send the request to the correct data center
• "JSESSIONID" is placed on the visitor's device during the session so the server can identify the visitor
• "Load balancer cookie" (actual cookie name may vary) prevents a visitor from bouncing from one instance to another

Deloitte