BECOME A CLIENT SUPPORT CENTRE AGENT

Immigration, Refugees and Citizenship Canada

Make a Real Impact 

Join IRCC’s Client Support Centre

Contribute to the Country's Future 

Build a Stronger Canada

ABOUT IRCC AND THE CLIENT SUPPORT CENTRE 

Immigration, Refugees and Citizenship Canada (IRCC)  is more than a government department, it’s a gateway to new beginnings. We welcome immigrants, protect refugees, and support newcomers as they build their lives in Canada. 

At the heart of this mission is the Client Support Centre (CSC). Every interaction is an opportunity to make a meaningful difference. Whether someone is applying for permanent residency, citizenship, or seeking refuge, your role as a CSC Agent will be to guide, inform, and empower. You won’t just answer questions, you’ll help people take life-changing steps toward their future in Canada.  

To learn more, explore  Mandate — Immigration, Refugees and Citizenship Canada - Canada.ca, our Departmental Plans - Canada.ca , and Immigration and citizenship - Canada.ca

WHAT YOU'LL BE DOING

The Client Support Centre (CSC) plays a vital role in helping individuals navigate their immigration journey in Canada. As a Client Support Centre Agent, you’ll provide personalized support by phone to clients whose applications are being processed — whether they’re seeking general information, checking their application status, or exploring available services.

Using IRCC’s systems and tools, you’ll access client files to deliver accurate, up-to-date information. You’ll explain program requirements, clarify obligations, and guide clients through their options with empathy and professionalism.

WHO CAN APPLY

Persons residing in Canada, and Canadian citizens and permanent residents abroad

* Eligible veterans and CAF members may apply. (Information on mobility for veterans and CAF members)

PREFERENCE 

Preference will be given to veterans first and then to Canadian citizens and permanent residents

INTENTION OF THIS STAFFING PROCESS?

The intent of this process is to continuously intake new candidates for further assessment. We will create pools of qualified candi­dates which will be used to staff positions with various tenures at the CR-05 group and level at Immigration, Refugees and Citizenship Canada.

We’ll assess (Statement of Merit Criteria): 

ESSENTIAL QUALIFICATIONS

EDUCATION

ED. A secondary school diploma or employer-approved alternatives*

*The employer-approved alternatives to a secondary school diploma are:

 1.  A satisfactory score on the Public Service Commission test approved as an alternative to a secondary school diploma;

OR

 2.  An acceptable combination of education, training and/or experience:

• Education: successful completion of two years of secondary school and 
• Experience : two years of experience working in customer service or call centre

The educational program must be from an accredited learning institution recognized in Canada or you must obtain a Degree equivalency

OFFICIAL LANGUAGE PROFICIENCY

Bilingual CBC/CBC

*Here is some more Information on language requirements

BEHAVIOURAL COMPETENCIES

• BC1.  Adaptability and Flexibility
• BC2.  Client Service Orientation
• BC3.  Judgement/Analytical Thinking
• BC4.  Effective Interactive Communication
• BC5.  Working Effectively with Others
• BC6.  Values & Ethics 

ABILITIES  

• A1. Ability to use technology applications or software.(i.e. Microsoft Outlook, MS Teams, Chrome/Edge)
• A2. Ability to navigate and operate several computer programs at once in order to provide timely and accurate information to clients

CONDITIONS OF EMPLOYMENT

• COE1. Be willing and consent to work flexible hours from Monday to Friday based on operational needs, between 6:30 A.M. And 7:30 P.M.
• COE2. Obtain and maintain a Reliability Security Clearance
• COE3. Consent to meet all requirements related to the Client Support Centre Training Program, which may be delivered either in person or virtually. This includes obtaining the required pass mark for all evaluations
• COE4. Work effectively in a fast-paced, high-volume environment in alignment with established performance standards
• COE5. Be willing and consent to wear a headset, take calls, and be exposed to a computer screen for long hours during every shift

OPERATIONAL REQUIREMENTS

• OR1. Available and able to work in a hybrid environment - 3 days in office and 2 days from home
• OR2. Available to work an average of 37.5 hours/week from Monday to Friday and including weekends, holidays, and evenings as needed
• OR3. Willing to work overtime when required

ASSET EXPERIENCE

AEX1. Experience working in customer service or a call centre for at least 12 months

ORGANIZATIONAL NEEDS

In order to support the placement of Immigration, Refugees and Citizenship Canada employees impacted by workforce adjustments, IRCC affected or opting employees may be assessed and appointed in precedence to others, following the legislated requirement of considering priorities. Consequently, please identify clearly in your application if your position has been affected by workforce adjustment. This information will be verified by IRCC’s Human Resources.

IRCC is committed to having a diverse and inclusive workforce. As such, preference may be given to under-represented Employment Equity Groups :

• Indigenous People*
• Persons with disabilities, and
• Racialized persons**
• Women

*referred as Aboriginal peoples in Employment Equity Act 

**referred as Members of Visible minorities in Employment Equity Act

OTHER INFORMATION

IRCC is committed to providing an inclusive and barrier-free work environment, starting with the hiring process. 

As such, we would like to invite you to share any barriers that you may experience throughout the assessment process. We will be happy to work with you to remove them in a non-judgmental and respectful way. Please note that you do NOT have to disclose any diagnosis, only what may prevent you from being at your best during the assessment. We also accept the GC Workplace Accessibility Passport as a supportive document when such is required. Accommodations aim to provide equitable and accessible assessments for individuals with varying needs. For more information on accommodations in the assessment process please visit the basics of assessment accommodation.

To ensure everyone is set up for fair opportunities and success in the workplace throughout their career, IRCC has an Employee Support Office (ESO). The ESO  assists employees and managers in getting the tools, support and measures needed for an inclusive and barrier-free workplace. The services of the ESO can be accessed even before your first day at IRCC.

To avoid situations of conflict of interest and conflict of duties with the goal of upholding the values and ethics of the public sector and the public interest, applicants providing immigration consulting services (both registered and unregistered, paid and/or unpaid), would be required to recuse themselves from these duties for the duration of their employment, should they be appointed to a position within Immigration, Refugees and Citizenship Canada (IRCC). Moreover, prospective appointees who are Regulated Canadian Immigration Consultants (RCICs) would be required to resign from the College of Immigration and Citizenship Consultants. Of note, a “leave of absence” from the College does not meet IRCC’s requirement in the matter.

CONTACT INFORMATION

IRCC.CSERecruitment-SCMEmbauche.IRCC@cic.gc.ca