Service Agent

Consider an opportunity to join our talented team

The Medical Council of Canada (MCC) was recognized as a National Capital Region Top Employer for ten consecutive years!

Want to contribute to the health and wellbeing of Canadians?

At the MCC, you’ll be part of a dynamic team that ensures physicians have the competencies to support safe, accessible health care in Canada.

You’ll be immersed in a collaborative and inclusive work environment that fosters professional development and work-life balance.

Apply for one of our rewarding positions today!

Service Agent

Full Time Permanent

Ottawa, Ontario, Canada

Hybrid role

2 vacancies

As a Service Agent, you’ll be the friendly first point of contact for MCC clients, playing an important role in helping the department achieve its goals. In this bilingual role, you’ll provide high-quality support to candidates and partners, answering questions and guiding them through processes related to source verification of documents and exam applications.

Your ability to communicate clearly, problem-solve, and deliver exceptional service will help create a positive and seamless experience for everyone who reaches out to the MCC.

What you’ll do

• Provide comprehensive front-line support to candidates and partners by addressing inquiries through phone, email, and instant messaging chat for all examination and repository services, including:
• Account management and password reset assistance.
• Source verification request inquiries.
• Guidance on document sharing processes.
• Examination-related support (scheduling, eligibility, withdrawals).
• Preparation and delivery of Educational Credential Assessment (ECA) reports.
• Inquiries related to the Licentiate of the Medical Council of Canada (LMCC).

What you need to succeed

Experience

• 1–3 years of front-line customer service experience, ideally in an office or service-oriented environment.
• Proven ability to support clients through phone, email, and online channel.
• Experience handling sensitive information with professionalism and accuracy.

Technical Skills

• Bilingual communication skills (English and French) exceptional verbal and written ability in both languages.
• Strong proficiency with Microsoft Office (Outlook, Word, Excel) and the ability to quickly learn internal systems and databases.
• Navigate the internet to locate, verify, and interpret information efficiently.

Competencies

• Exceptional people skills and a strong commitment to delivering outstanding customer service.
• Calm under pressure with the ability to juggle multiple priorities effectively.
• Professional discretion, maintaining confidentiality with tact and sensitivity.
• High accuracy and attention to detail, ensuring quality in every task.
• Strong research and information-gathering abilities, asking the right questions to support clients.
• Sound judgment and confident decision-making, even in complex situations.
• A collaborative spirit with the ability to work independently when needed.
• Excellent organizational skills, keeping tasks, timelines, and priorities on track.
• Adaptability and resilience, thriving in a fast-changing environment.

Education

• College diploma or equivalent combination of education and experience.
• Training or coursework related to customer service, administration, or communications is an asset.

Language

• Fully bilingual (English/French) with the ability to communicate clearly, professionally, and effectively in both languages.

The perks

• A defined benefit pension plan.
• A complete benefit package your first day on the job.
• Three weeks' vacation right off the bat.
• A company paid holiday closure in December - our gift to you!
• A 35-hour work week.
• Compressed and telework programs.
• Free onsite parking - any day, any time.
• Free virtual Mobility and Strength & Conditioning classes.

Visit our Careers page to discover what sets us apart and how we cultivate an environment where employees thrive.

The MCC is an equal opportunity employer, committed to diversity and inclusion in the workplace at all levels of its organization. Our team fosters belonging by welcoming and valuing people with diverse backgrounds and incorporating their experiences and perspectives into our work.

AI-based tools from third-party platforms may be used to support application screening and candidate matching. Human recruiters review all applications and make final hiring decisions.

Accommodations can be provided at all stages of the hiring process; we ask applicants to make their needs known in advance.

Please note that only those invited for an interview will be contacted.