Careers at CCTS

Complaint Resolution Officer

Title:                            Complaint Resolution Officer

Contact:                      Marco Lanoue (marco.lanoue@ccts-cprst.ca)

The Commissioner for Complaints for Telecommunications Services is a customer-oriented organization located in downtown Ottawa.  We have a need for three Complaint Resolution Officers. The organization’s mandate is to review and resolve consumer and small business telecommunications complaints after interaction between the complainant and the service provider has failed to produce a satisfactory outcome. The Complaint Resolution Officers will report directly to the Inquiries and Complaints Manager. The successful candidates will be responsible for investigating complaints, communicating (orally and in writing) with the parties involved in the dispute, and attempting to “mediate” a successful resolution.  If unsuccessful, the Complaint Resolution Officers will be required to make a recommendation to management concerning the appropriate disposition of the complaint based on the facts of the complaint and the results of the investigation.

The successful candidates must have experience with the resolution of complaints, be customer-oriented and have excellent oral and written communications skills.  They must be diplomatic and unbiased in their approach to the investigation of complaints and possess excellent judgment and analytical skills.  The successful candidates must be persuasive and have the ability to multitask and work on a number of different files simultaneously.  They must be flexible and willing to take on new tasks in a constantly changing environment and have the ability to work in a dynamic team setting.

Preference will be given to candidates who are fluently bilingual and who have knowledge of the consumer complaint issues that arise in the telecommunications industry.