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Customer Support Agent - Overnight

https://www.randstad.com Logo

Randstad

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Location:
Canada , Mississauga

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Category:
Customer Service

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Contract Type:
Not provided

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Salary:

28.00 CAD / Hour
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Job Description:

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.

Job Responsibility:

  • 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

Requirements:

  • 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 9 AM and 10 PM ET, Monday to Friday
  • 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

Nice to have:

  • Previous experience in crisis support, mental health, or regulated industries
  • Background in social work
  • Post-secondary education in a related field
What we offer:
  • 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

Additional Information:

Job Posted:
April 07, 2026

Expiration:
May 11, 2026

Employment Type:
Fulltime
Work Type:
On-site work
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