About the position

Every day, thousands of NQX representatives deliver solutions and build trust with our professional partners' clients across Canada. As a Canada Post Representative, you’ll have the opportunity to work from the comfort of your home. Using your excellent customer service skills, you’ll play a key role in creating positive customer experiences by assisting customers through both phone calls and live chat support.

Responsibilities

• Provide first-class customer assistance via phone and chat for inquiries related to: delivery status, redirected mail, rates, and general service questions.
• Manage multiple chats at once ensuring responses within service standards; 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 chatconcurrencies.
• Handle incoming calls with professionalism, empathy, and a solution-focused attitude.
• Accurately document customer interactions and follow processes while navigating multiple tools.
• Adapt quickly to evolving customer needs and support requirements (calls, chat, or both depending on business demand).

Requirements

• Bilingualism (French/English) – you will need to interact with French and English-speaking people in Canada and will need to answer calls in English between 50% to 80% of the time.
• Typing speed of 40+ WPM with accuracy.
• Available to work full-time, up to 40 hours per week: Monday to Friday, 7:00 am to 11:00 pm EST, Saturday and Sunday, 9:00 am to 9:00 pm EST
• Must reside within the hiring location.
• Reliable high-speed internet connection (minimum 25 MBPS).
• Dedicated, quiet workspace free of distractions.
• Flexibility to work evenings and weekends.
• Excellent communication skills – written and spoken – with the ability to de-escalate and resolve customer concerns.
• Strong multitasking and problem-solving skills, with attention to detail.
• Comfortable working under pressure in a fast-paced environment.

Nice-to-haves

• Previous customer service experience is an asset.

Benefits

• Hourly wage of \$19.92 after training
• Premiums for weekend hours and bilingualism
• Fully-paid training and coaching program
• Work from home – equipment provided
• Full benefits package after six months, including: Medical, dental, life insurance, Enhanced RRSP contributions, Discounts on insurance
• Career progression opportunities to advanced roles as you gain experience.