Customer Support Agent - Overnight

Are you a naturally empathetic communicator who thrives on making a genuine difference? At Randstad, we believe customer care is more than just a department—it’s a commitment to human well-being. We are looking for a dedicated Customer Support Agent to join our client's specialized team in Mississauga, supporting vital self-exclusion programs across Canada.

In this role, you aren’t just answering calls; you are a lifeline. You will provide a professional, compassionate, and stabilizing presence for individuals navigating sensitive personal journeys.

Why You’ll Love Working Here:
Meaningful Impact: You will play a crucial role in a program dedicated to social responsibility and individual wellness.
Career Growth: We offer specialized training and access to a global community of professional peers.
Enjoy the stability of full-time hours on site, in Mississauga

Shifts: Must be able to work evening and night shifts, between 7 pm to 9 am (8 hour shifts). Must be flexible to work during weekends.
Location: Fully onsite in Mississauga L4W 5B3
Contract: 2-4 months
Pay: $28.00/hour


Advantages
• Competitive hourly pay rate of $28.00 / hour
• Full time hours
• Opportunity to work in a specialized field that provides vital support to the community.
• Access to Randstad’s expert recruiters who provide ongoing career coaching and support.
• Collaborative work environment with a focus on professional development and well-being.

Responsibilities
• Handle inbound calls and webform inquiries from the general public and registered participants with a focus on high-quality customer care.
• Provide assisted registration support for individuals who are unable to complete self-service registration.
• Process account changes, profile updates, and general inquiries within the CRM system.
• Recognize signs of distress and perform warm handoffs to crisis support services when necessary.
• Verify caller identity using established authentication methods to maintain strict privacy and confidentiality.
• Respond to basic operator inquiries regarding portal access, password resets, and authenticator setup.
• Escalate complex technical or regulatory matters to specialized L2 Tech Agents.
• Maintain accurate documentation in the case management platform for audit and compliance purposes.
• Meet established service level agreements (SLAs) for response and resolution times.
• Follow Standard Operating Procedures (SOPs) and Quick Reference Guides to ensure consistent customer care.

Qualifications
• Must be fluent in English.
• 1-2 years of experience in a contact center or a specialized customer care environment.
• Available for night shifts between 7PM and 9AM ET
• Legal authorization to work in Canada.
• Previous experience in crisis support, mental health, or regulated industries is highly desirable.
• Background in social work preferred.
• High school diploma or equivalent; post-secondary education in a related field is an asset.

Summary
At Randstad, we are more than just a recruitment firm; we are your partner in success. Our recruiters are experts in customer care and are dedicated to finding the perfect match for your skills and ambitions. If you are looking for a role that offers both professional fulfillment and the chance to help others, we encourage you to apply today.

Looking for a different path? Connect with our expert recruiters today to explore other exciting opportunities that align with your unique career goals.

Randstad Canada is committed to fostering a workforce reflective of all peoples of Canada. As a result, we are committed to developing and implementing strategies to increase the equity, diversity and inclusion within the workplace by examining our internal policies, practices, and systems throughout the entire lifecycle of our workforce, including its recruitment, retention and advancement for all employees. In addition to our deep commitment to respecting human rights, we are dedicated to positive actions to affect change to ensure everyone has full participation in the workforce free from any barriers, systemic or otherwise, especially equity-seeking groups who are usually underrepresented in Canada's workforce, including those who identify as women or non-binary/gender non-conforming; Indigenous or Aboriginal Peoples; persons with disabilities (visible or invisible) and; members of visible minorities, racialized groups and the LGBTQ2+ community.

Randstad Canada is committed to creating and maintaining an inclusive and accessible workplace for all its candidates and employees by supporting their accessibility and accommodation needs throughout the employment lifecycle. We ask that all job applications please identify any accommodation requirements by sending an email to accessibility@randstad.ca to ensure their ability to fully participate in the interview process.