[Hiring] Canada Post Representative @NQX

Role Description

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
  • 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
  • From day 11 onward, 3 chat concurrencies
• 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)

Qualifications

• 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

Requirements

• 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
• 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