Job Description

Our client, a reputable organization in the non-profit sector, is seeking a Bilingual Contact Center Agent to deliver exceptional support for their emergency response initiatives. This role entails managing both inbound and outbound calls, providing a unique opportunity to make a meaningful impact.

Location: Fully Remote
Contract Length: May 5th Until June 1 stwith potential extention.
Hours: 35 hours per week (5 days across 7 days)
Shift Schedule:

• Overnight: 12 PM – 8 PM
• Evening: 8 PM – 4 AM
• Morning: 4 AM – Noon

Key Responsibilities:

• Deliver first-tier 24/7/365 emergency response to individuals affected by critical situations.
• Handle inbound calls, assess needs, and ensure appropriate follow-ups.
• Make outbound calls to communicate vital information and mobilize on-call personnel.
• Collect and document detailed information from callers for timely processing.
• Dispatch information to relevant teams or individuals as necessary.
• Uphold confidentiality and adhere to established protocols, even during disruptions.
• Communicate effectively with diverse stakeholders, providing empathy and reassurance.
• Contribute to the enhancement of procedures and processes.
• Accurately complete electronic forms using a CRM system.

Qualifications:

• Fluently bilingual in English and French.
• Minimum of 6 months of call center or receptionist experience.
• Strong analytical, problem-solving, and decision-making abilities.
• Excellent communication skills, ensuring clarity and conciseness.
• Proven ability to manage stress effectively in high-pressure situations.
• Experience with CRM databases and cloud-based contact center systems.
• Autonomous and proficient in using computer systems in a virtual environment.
• Keen attention to detail and accuracy.
• Intermediate to advanced skills in Outlook, Excel, and Word.
• Must have an additional monitor and PC/Laptop with Windows 7, 8, or 10.
• Browsers required: Chrome, Edge, or Firefox.
• Open availability, including weekends.

This position not only offers the chance to join a dynamic team but also to contribute to vital emergency response efforts. If you have a passion for delivering excellent service and thrive in a fast-paced environment, we invite you to apply!