Call Center Agent (Junior Back Office or Non-Voice Account)

Call Center Agent (Junior Back Office or Non-Voice Account)

Position Description
Job Summary
The main responsibility of the Sales Tool Helpdesk Analyst is to provide support to sellers and Sales team and to correctly submit B2B contracts in their CRM system. Assist sellers with compiling a product portfolio of what existing clients currently have, in order to help the seller contact the client and offer them new solutions, as the client is discontinuing old products.

Job Responsibilities

1. Key Responsibilities Process incidents and requests, submitted by the users on our different platforms. This includes both technical issues and “how-to” questions. Provide live assistance on our chat support a few hours per week. Able to meet or exceed agreed service level targets with the client.

Other responsibilities include:

1. Schedule Adherence To come in on time and on scheduled shift as assigned by staff manager. Follows rest day schedule as assigned. Advises staff manager of planned leaves as stated in CGI Handbook. Filling of Timesheet, CMPM and MOOSE timely and correctly. Report on-site as scheduled.

1. Quality Maintains quality standards in accordance with clients' metrics. Ensures that all quality deficiencies are corrected in a timely manner for activities in their function. Ensures that all request/incidents are analyzed properly and given correct solution or application. Ensures that all request/incidents are handled within client agreed resolution time.

1. Teamwork and Communications

. Ensures attendance at planned meetings and other meetings as required.
. Acts as backup for teammates assigned by the Team Leaders and process their customer volumes in their absence.

Your future duties and responsibilities

Required qualifications to be successful in this role

Together, as owners, let’s turn meaningful insights into action.

Life at CGI is rooted in ownership, teamwork, respect and belonging. Here, you’ll reach your full potential because…

You are invited to be an owner from day 1 as we work together to bring our Dream to life. That’s why we call ourselves CGI Partners rather than employees. We benefit from our collective success and actively shape our company’s strategy and direction.

Your work creates value. You’ll develop innovative solutions and build relationships with teammates and clients while accessing global capabilities to scale your ideas, embrace new opportunities, and benefit from expansive industry and technology expertise.

You’ll shape your career by joining a company built to grow and last. You’ll be supported by leaders who care about your health and well-being and provide you with opportunities to deepen your skills and broaden your horizons.

Come join our team—one of the largest IT and business consulting services firms in the world.