[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
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