Client Support Centre Agent - Inventory
Immigration, Refugees and Citizenship Canada
Montréal, QC
Immigration, Refugees and Citizenship Canada - Client Support Centre
Montréal Island (Québec)
CR-05 - Under review
$52,162 to $56,471
Closing date: 8 August 2021 - 23:59, Pacific Time

Who can apply: Persons residing in Canada and Canadian citizens residing abroad.
Apply online

Important messages
We are committed to providing an inclusive and barrier-free work environment, starting with the hiring process. If you need to be accommodated during any phase of the evaluation process, please use the Contact information below to request special accommodation. All information received in relation to accommodation will be kept confidential.

Information on accommodation for persons with disabilities

When you apply to this selection process, you are not applying for a specific job, but to an inventory for future vacancies. As positions become available, applicants who meet the qualifications may be contacted for further assessment.


An inventory is a selection process that is available to be used by various hiring managers to fill current and future needs across Canada. Candidates are randomly selected and referred by the Public Service Resourcing System (PSRS) based on numerous factors, such as candidates' responses to the screening questions, the area of selection or other criteria of the position being staffed. You only need to apply once to be considered for multiple job opportunities!

To be successful in this process, you must:
1. Read the job advertisement in full! Important information on the process and our requirements have been provided to help you succeed.
2. Answer the screening and text questions honestly and thoroughly. Be sure to read the provided definitions and/or instructions before responding.
3. Provide the 'when, where and how' for all questions concerning your experience. When did you obtain this experience? Where did you obtain this experience? How did you obtain this experience (concrete examples)? Your résumé may only be used as a source of validation of the information provided.
4. Providing answers like ‘’See CV’’ won’t be accepted.

Still have questions? Additional information can be found in the Frequently Asked Questions section under 'Other Information'.

Work environment
Our Client Support Centre is growing and we are looking for people, who share our values in client service excellence, respect, integrity and professionalism, to join our team.

Is client service excellence important to you? Are you someone who is dynamic, loves to learn and is willing to push yourself to the best of your abilities to better serve your clients?

1. Do you know how to build trust with a client? Our clients need to know we’re listening.
2. Do you know how to determine a client’s needs effectively? By asking the right questions, we ensure that we are truly helping our clients.
3. Does continual change excite you? In our Client Support Centre, changes happen often and they happen fast.
4. Do you thrive working in a fast paced, high volume environment?
5. Are you a great communicator? Our clients come from various backgrounds and cultures - adapting one’s approach to the conversation is essential.
6. Are you good with computers and navigating multiple systems at one time? We are known to use a multitude of tools and software on a daily basis.

We are proud of the service experience we offer to our clients. Come join our team and take pride in knowing you can make a difference!

If you think you have what it takes, check out our required experience criteria (essential qualifications) below and tell us how you meet each one. Be specific and give concrete examples (when, where and how did you obtain this experience).

Intent of the process
This inventory will be used to establish a pool of qualified candidates which may be used to staff similar positions at an identical or equivalent group and level with various linguistic profiles, various security profiles, various tenures within Immigration, Refugees and Citizenship Canada.
Positions to be filled: Number to be determined

Information you must provide
Your résumé.

In order to be considered, your application must clearly explain how you meet the following (essential qualifications)

ED1. A secondary school diploma.

Degree equivalency

EX1. Experience providing quality services to the general public in a client service environment, either on the telephone, by written correspondence or in person.

Providing quality services to the general public may include all or some of the following:
  • Explaining and sharing information,
  • Responding to requests and enquiries,
  • Resolving complaints and problems.
If you possess any of the following, your application must also clearly explain how you meet it (other qualifications)

AEX1. Experience in working, researching, studying or volunteering abroad.
AEX2. Experience working at the Immigration, Refugee and Citizenship Canada call centre.
AEX3. Experience working with Immigration, Refugees and Citizenship Canada programs or legislations.
AEX4. Experience working with the Global Case Management System (GCMS).
AEX5. Experience in the development of Visual Basics for Applications (VBA) to perform tasks within the Microsoft application.

OR1. Availability, willingness and ability to work overtime as required.

The following will be applied / assessed at a later date (essential for the job)
Bilingual - Imperative (CBC/CBC)
Candidates must be bilingual, and be able to demonstrate their capabilities to work in English and French by achieving at least a (CBC/CBC) rating on the Public Service Commission’s Second Language Evaluation (SLE) test. If you have previously written the SLE and require a copy of your results, you may request a copy from the Public Service Commission (PSC) at:

Information on language requirements

Second Language Writing Skills Self-Assessment
In order to help you decide if you should apply to a bilingual position, an optional self-assessment of your writing skills in your second official language is available for you to take before completing your application.

For more information, please consult:
Unsupervised Internet Test of Second Language Writing Skills

BC1. Values and Ethics
BC2. Client Service Orientation
BC3. Adaptability and Flexibility
BC4. Judgment/Analytical Thinking

TC1. Written communication skills - level 2

PS1. Dependability

Conditions of employment

1. Obtain and maintain a Reliability Security Clearance.
2. Work in a fast paced, high volume work environment.
3. Work a variable shift schedule (20, 25, or 30 hours a week. High possibility of 37.5 hours per week), which may include weekends, holidays and evenings.
4. Wear a headset and be exposed to a computer screen for long periods of time.

Other information
The Public Service of Canada is committed to building a skilled and diverse workforce that reflects the Canadians we serve. We promote employment equity and encourage you to indicate if you belong to one of the targeted groups when you apply.

Information on employment equity


  • Can I send my application to the email address provided on the job advertisement?
A: No, all applications must be submitted online through the Public Service Resourcing System. Applications submitted by email will not be accepted or considered.

  • What happens if I experience any technical issues with the GC Jobs website?
A: Should you experience any technical issues with the GC Jobs website, please contact 1-888-780-4444.

  • What happens if I have a disability that prevents me from applying online?
A: Persons with disabilities preventing them from applying online are asked to contact 1-800-645-5605.

  • What happens if my contact information changes?
A: It is the candidate's responsibility to keep their personal and contact information up to date, as well as any other information relevant to their application. Please ensure that the email address provided is valid, functional at all times and accepts messages from unknown users.

  • What happens if my application is expired?
A: Your application to this inventory will be active for 90 days. A notice that your application is about to expire will be posted to the My jobs menu of your account 14 days before the end of this 90 day period. If you do not take action, your application will no longer be active and therefore no longer considered for this inventory. Should your application become inactive while the process is still open, a notice will be posted to your account indicating that your application has expired; you may select the link Update my Inventory Status to reaffirm your interest.

  • Why was my application automatically “screened-out“ when I submitted it?
A: In order to be “included in the inventory“ you must meet all the essential qualifications when submitting your application. Should you receive a "screened-out" message immediately after submitting your application, you have likely responded 'No' to a screening question assessing an essential qualification. If you incorrectly responded 'No' to a qualification you do in fact possess, simply retrieve your application and update your response to the screening question.

  • What does it mean to be “included in inventory“?
A: When submitting your application, your status may be: Results available: included in inventory. This system-generated message that refers only to your application having been successfully submitted to the inventory.

  • What does it mean when I receive a notification from PSRS stating that I have been screened-out/permanently eliminated from an inventory?
A: Human Resources Team may remove your name from the PSRS for volume-management purposes and you may receive a notification stating that you have been screened-out.

Your name may be removed permanently from the PSRS for one of the following reasons:
  • You have been found qualified and do not need to undergo any of the assessments again.
  • You have been exposed to the evaluation tools and have failed to meet the essential qualifications. Therefore, your application will no longer be considered as part of the selection process.
  • What is random selection?
A: Random selection is a strategy that is sometimes used to manage applicant volume. It identifies a sub-sample of applicants by applying the element of chance at some point during the appointment process, using criteria identified by the hiring organization.

  • How is this sub-sample of applicants determined?
A: To determine the sub-sample of applicants, the hiring organization identifies the following:
  • criteria that candidates must meet; and
  • the number of candidates to be selected.
With the assistance of PSRS, candidates who meet these criteria are identified and the sub-sample is randomly selected from that group.

  • All communication relating to this process, including email correspondence, may be used in the assessment of qualifications.
  • Random selection will be used to identify which applicants will be assessed in this appointment process.
Preference will be given to veterans and to Canadian citizens, in that order.

Information on the preference to veterans

We thank all those who apply. Only those selected for further consideration will be contacted.