Call Center Job and Noc

[MrB]

Hello all,

I am writing because I have a problem with the description of my job. I worked with a call center as a CSR, however the bulk of my job involved billing and tech support. I acted as a first-line tech support rep for the huge majority of my work experience, the only problem is the NOC 1435 for my job accounts for only the csr aspect of the job not the tech aspect.

I have approached HR, but there's so much hierarchy and legality that they said they can't change the NOC for just one person. It's an american company outsourcing business to another american company which happens to be situated in canada. Please i need advice.

 

[djdjdj]

What does your reference letter say? Does it state that you did technical support? where is the NOC located ? I don't think that NOC is stated on T4. Whats your job title?

 

[MrB]

This is what my reference letter says, and my job title was sales and service rep. My job duties are listed below.

To Whom It May Concern,

This letter will confirm the employment of (My name).

Convergys CMG Canada Limited Partnership employed xxxxxxx, (emply ID), from August 10, 2009
to April 16, 2010. This employee held the position of Sales and Service Rep 1. XXXXX was a full time
employee who was regularly scheduled to work 40 hours per week from the employment period indicated above.
This employee was paid bi- weekly at the hourly rate of $XXXX. Besides his basic salary, XXXXXX was also
receiving other benefits such as paid vacation time off, extended health and dental plan etc. During his time with
convergys XXXXX performed the following as his main duties:

- Interfacing with customers via telephone, listening to customer needs, evaluating options, and offering
customer-focused and cost-effective solutions.

- Provided professional, prompt and first line technical support to customers experiencing technical difficulties
while maintaining high levels of customer satisfaction.

- Acted as a user support technician by providing detailed troubleshooting and education in areas of billing,
roaming, systems, communication equipment and network issues by consulting user guides, technical manuals
and other documents to research and implement solutions for communication hardware and software issues.

- Conducted follow up calls to customers on outstanding issues, ensuring satisfaction and problem resolution by
creating and maintaining clarify CM cases.

- Processed activation and relocation requests, as well as operational support and expertise to meet the care needs
of business customers.

- Completed required training to stay current on product, service and policy changes. Unique training and task
management structure to ensure a true “end to end” customer experience.

If you require any further information, please contact (manager's name here) at (manager's contact).

 

[bold9k]

This is a really great question and I am exactly in the same dilemma right now. Technical support comes under NoC B where as a simple Customer service rep comes under NoC. Currently I work for an outsourcing company as well help people setup things like the Xbox Media center, Technical support for Games for Windows Live installations and PC troubleshooting etc.. but my Job title is a simple CSR.

I would really like to know if I would be eligible for the Canadian Experience Class because just like the original poster the bulk of my job is directly related to Tech support more so than just a CSR.

Thankyou

 

[vbomb]

For what it's worth, my applied with work experience from the BMO call center (those credit card people you call) and they rejected his application

 

[ae03yy]

having Call Centre work exp. if CSR no good because anyone with hIGH School diploma can do the job. Ask around you to your peers, you'll see most of them have only completed Secondary School.
Now if you apply they will consider you as either NOC 1453 or 6221 for regular CSR, but you cannot convince them your work requires you post-secondary education.
Keep in mind, Noc 0 is for management positions. Noc A & B require completion of post-secondary education and these are the category you need for CEC. Despite the duties you performed, your position as well as your collegues requires that you hold a minimum of Secondary Diploma and thus CEC is no match for u.

 

[MrB]

having Call Centre work exp. if CSR no good because anyone with hIGH School diploma can do the job. Ask around you to your peers, you'll see most of them have only completed Secondary School.
Now if you apply they will consider you as either NOC 1453 or 6221 for regular CSR, but you cannot convince them your work requires you post-secondary education.
Keep in mind, Noc 0 is for management positions. Noc A & B require completion of post-secondary education and these are the category you need for CEC. Despite the duties you performed, your position as well as your collegues requires that you hold a minimum of Secondary Diploma and thus CEC is no match for u.

With all due respect, I am quite certain that your analysis on eligibility for CSR is inaccurate. When it comes to CEC, the job duties for any job are more important than the job title itself. Also CSR is just a general title, the important question is what type of customers service is being rendered? Once the job duties change, the requirements don't matter as much, especailly for CEC and unregulated professions. You will also notice that the noc requirements for most jobs mention, "usually required", rarely mentioning "is required". A user service technician for example, can and is usually considered a CSR.

 

[ae03yy]

Dear MrB,

What I wrote above is my understanding of how they check NOC to ensure it matches their requirements for CEC. I repeat and sign: They will look into two things one being your responsabilities and duties so as to determine if you qualify, but they will also check that NOC 0, A, B requirement is met with educational qualification.
In my sense, if they were more interseted to the job duties as you said and less to ensuring those duties really match 0,A,B they would not ask for us to provide NOC on their form.
i am not saying they will look to the title, but they will look at the responsibilities and check if it could be done by a post-secondary graduate. I advise u to ask around you at work to see if most of your collegues were hired while holding Secondary diploma.

I applied before as bilingual CSR and language instructor but like you was doing much more than just inbound. I initially sent them the copy from job bank which was stating this position was noc b.
I provided translation services to that call centre, did billing along with manuals in French. No one with High School would ever do this because you need to know the terminology and vocab and write professionally... yet at the end they took the money and deny me stating I was in NOC D as "telephone etiquette solicitator". Solicitator are outbound and i was inbound CSR, quite the opposite.

Thus, I advise you to be careful: you can be successful but to do that you will need to present a letter saying that you were hired because your expertise is from college or university. If most of your peers got the job as High School graduates don't bother aplying, unless yu have a degree in that field : ie as Computer Sciences.
This would hen prove your point for NOC and might remove the doubt from application Also, tralk with HRSDC and ask to have a sprecialist tell you which category you fit.

 

[Mjkab]

With all due respect, I am quite certain that your analysis on eligibility for CSR is inaccurate. When it comes to CEC, the job duties for any job are more important than the job title itself. Also CSR is just a general title, the important question is what type of customers service is being rendered? Once the job duties change, the requirements don't matter as much, especailly for CEC and unregulated professions. You will also notice that the noc requirements for most jobs mention, "usually required", rarely mentioning "is required". A user service technician for example, can and is usually considered a CSR.

Hi MrB,
I need your help please!

I am working in a call center

position name is fraud analyst job description almost similar as a fraud analyst NOC 2011 - 1114 - Other financial officers - Unit group.

but the qualification required for this position is postsecondary!!

However for NOC 1114 - Other financial officers , bachelor degree required.

So can I still claim CEC experience?

Please help!!

 

[Mjkab]

This is a really great question and I am exactly in the same dilemma right now. Technical support comes under NoC B where as a simple Customer service rep comes under NoC. Currently I work for an outsourcing company as well help people setup things like the Xbox Media center, Technical support for Games for Windows Live installations and PC troubleshooting etc.. but my Job title is a simple CSR.

I would really like to know if I would be eligible for the Canadian Experience Class because just like the original poster the bulk of my job is directly related to Tech support more so than just a CSR.

Thankyou

Hi,

How did you resolve the issues can you please share with us?
I am on the same situation.

Thank you!!

 

[Zevs1995]

This is what my reference letter says, and my job title was sales and service rep. My job duties are listed below.

To Whom It May Concern,

This letter will confirm the employment of (My name).

Convergys CMG Canada Limited Partnership employed xxxxxxx, (emply ID), from August 10, 2009
to April 16, 2010. This employee held the position of Sales and Service Rep 1. XXXXX was a full time
employee who was regularly scheduled to work 40 hours per week from the employment period indicated above.
This employee was paid bi- weekly at the hourly rate of $XXXX. Besides his basic salary, XXXXXX was also
receiving other benefits such as paid vacation time off, extended health and dental plan etc. During his time with
convergys XXXXX performed the following as his main duties:

- Interfacing with customers via telephone, listening to customer needs, evaluating options, and offering
customer-focused and cost-effective solutions.

- Provided professional, prompt and first line technical support to customers experiencing technical difficulties
while maintaining high levels of customer satisfaction.

- Acted as a user support technician by providing detailed troubleshooting and education in areas of billing,
roaming, systems, communication equipment and network issues by consulting user guides, technical manuals
and other documents to research and implement solutions for communication hardware and software issues.

- Conducted follow up calls to customers on outstanding issues, ensuring satisfaction and problem resolution by
creating and maintaining clarify CM cases.

- Processed activation and relocation requests, as well as operational support and expertise to meet the care needs
of business customers.

- Completed required training to stay current on product, service and policy changes. Unique training and task
management structure to ensure a true “end to end” customer experience.

If you require any further information, please contact (manager's name here) at (manager's contact).

MrB, I'm working for the same company right now, and I'm concerned about the same question! So how did u figured out this situation? Did u apply eventually?

 

[MrB]

Hi MrB,
I need your help please!

I am working in a call center

position name is fraud analyst job description almost similar as a fraud analyst NOC 2011 - 1114 - Other financial officers - Unit group.

but the qualification required for this position is postsecondary!!

However for NOC 1114 - Other financial officers , bachelor degree required.

So can I still claim CEC experience?

Please help!!

both NOC's qualify.

 

[MrB]

MrB, I'm working for the same company right now, and I'm concerned about the same question! So how did u figured out this situation? Did u apply eventually?

Yes I applied using NOC 2282. Do you work with convergys?

 

[Zevs1995]

Yes I applied using NOC 2282. Do you work with convergys?

Yes, I do! So did u get PR?

 

[Cecapplicant17]

Yes I applied using NOC 2282. Do you work with convergys?

Hello mr b I am also in the same situation. Similar industry as yours, I am a tech support for POS systems. Did you get PR with under this job?