Customer Care Agent
Kirkland, QC
Iristel is Canada’s largest and fastest growing carrier providing innovative communication services that are changing how consumers and businesses communicate. Founded in 1999, Iristel operates Canada’s largest facilities-based local voice network extending Coast-to-Coast-to-Coast as well as Ice Wireless, a GSM carrier with operations in Canada's Far North. Iristel’s success is based on our vision, experience and expertise. Iristel has evolved from a small start-up to an international telecommunications service provider and today we are an industry leader, setting the course for tomorrow’s new and exciting wireless IP services. We are currently looking for Junior and Senior Agents to join our Iristel team!

Do you thrive in a fast-paced and multi tasking environment? Are you dedicated to responding and managing emergency service? Are you quick to learn and adapt to new technology? Are you looking for a challenging and rewarding career? If so, you may be the perfect fit to join our dedicated and professional team!

Iristel is seeking skilled as well as responsible individuals with advanced English and French (spoken & written) skills to join our 911 Emergency Response and Customer Care Team. Our Emergency Response 911 Operators are the first point of contact to all Iristel Canadian Customers. You will respond to various types of calls that include Emergency and Non-Emergency 911 calls, Harassment complaints, Security Calls and general public inquiries. Due to the nature of these calls, you will work in a fast-paced, high-energy environment and must be able to maintain professionalism and tact during discussions. Iristel Emergency Operators main focus is to respond to emergency calls, rapidly gather details regarding the emergency type and location in order to successfully transfer the call to the appropriate authorities. As a Customer Care Agent, you will also respond and liase with customers via emails and by phone.


Assist callers in need of 911 emergency assistance (gathering all of the necessary information; location, emergency type and other details that may be relevant for the situation)
Contact local dispatch and transfer the caller oversee the communication process making sure that the caller’s needs have been addressed
Handling security inquiries, harassment calls as well as 911 calls
Work with multiple Platforms, making sure that all information has been completed and registered
Liase with customers via email and phone


Demonstrated ability in interpersonal and communication skills
Demonstrated professional and courteous telephone mannerism
Analysis / problem assessment skills
Innovative and willing to learn
Commitment to customer service
Demonstrates individual leadership skills
Ability to quickly and accurately analyze and interpret information provided by the public (people who may be experiencing highly emotional or hazardous situations), and make instant assessments of the situations
Attention to detail and accuracy
Commitment to teamwork: willingness to work with others in achieving departmental goals
Remain flexible and adaptable in an ever changing work environment

Minimum College education
Demonstrated keyboarding skills at minimum 40 wpm.
Regular attendance is a requirement of the position, as is the ability to work shift work, weekends and overnights to accommodate specific components of the job
Excellent verbal and written communication skills in English & French (advanced level of English and French is a must)
Knowledge of Windows-based applications
Willingness to work in shifts as we operate 24 hours a day, 365 days a year.
Must be available for full-time and part-time training approximately 2 months without any absences

Benefits & Additional Information Salary

Varies based on experience Schedule: 24/7 (schedule rotation)
Job type: Full-time and part-time paid training, APCO certification will be provided
Please ensure before applying to visit our website and learn more about our company!