Customer Service Representative

The Royal Conservatory of Music; Toronto; On-site; CAD 23,000 - 32,000; Full time

Job summary

The Royal Conservatory of Music (RCM) is seeking a Customer Service Representative to support the Certificate Program and related departments, handling inquiries by phone, email, and live chat, and maintaining logs.

The role requires bilingual/multilingual capabilities (English, French, Mandarin, Cantonese) and flexible shifts during 9am-9pm ET Mon-Fri and 9am-5pm Sat. The position offers an hourly rate of $20.09.

Qualifications

• Well-developed interpersonal skills with a customer-driven approach to answering questions and resolving concerns with diplomacy and tact.
• Excellent written and verbal communication in English; ability to serve in multiple languages is highly valued.
• Adaptability in a fast-paced environment and ability to learn new software quickly.

Responsibilities

• Handle inbound telephone inquiries and express concerns from customers.
• Respond to email and mail inquiries and monitor live chat interactions.
• Maintain logs of customer inquiries and update customers as needed.

Skills

Customer service

Multilingual support

Microsoft Office

Communication

Tools

Microsoft Office Suite

Job description

The Royal Conservatory (RCM) is one of the largest and most respected music education institutions in the world, providing the definitive standard of excellence in curriculum design, assessment, performance training, and teacher certification. It is also a leader in the development of early childhood education programs and arts-based social programs, and presents a diverse range of concerts featuring the finest Canadian and international artists in its magnificent performance space, Koerner Hall. Please visit www.rcmusic.com for more information.

What is the Opportunity?

The Customer Service Representative (CSR) with the RCM Certificate Program will work both independently and in collaboration with team members and internal departments to appropriately manage customer expectations with diplomacy and tact providing a superior customer service experience. The CSR team is responsible for the organization’s front-line interactions with customers for a number of departments, primarily the Certificate Program (Examinations); but also for Teacher Certification, Digital Learning, the online Bookstore, and the Smart Start international programs.

Service hours are 9:00 a.m. - 9:00 p.m. ET Monday through Friday, and 9:00 a.m. - 5:00 p.m. ET on Saturdays, and customer service is offered in English (spoken/written), French (spoken/written), Mandarin (spoken), and Cantonese (spoken). We are currently seeking candidates who have flexible availability for shifts, and who are proficient in Mandarin, Cantonese and/or French, in addition to English.

Main Duties & Responsibilities

• Handle inbound telephone inquiries/concerns.
• Respond to e-mailed/mailed inquiries/concerns.
• Respond to live chat inquiries/concerns.
• Maintain communications logs of customer inquiries.
• Open, process, or complete tickets for customer inquiries from all channels above and update customers as needed.
• Process assigned administrative tasks within tight deadlines.
• Send customer notifications (email/phone) for identified Certificate Program registration/exam issues as required.
• Work in compliance with the provisions of The Occupational Health & Safety Act and its regulations and complies with the organization’ Health & Safety Policy.
• Perform other duties as required.

What We’re Looking For

• Well-developed interpersonal skills with a customer-driven approach to answering questions and resolving concerns with diplomacy and tact.
• Well-honed communication skills in English, written and verbal.
• Ability to speak and provide service in Mandarin/Cantonese and/or French is desired.
• Attention to detail, ability to learn quickly, multi-task, and make sound judgments in a fast-paced working environment.
• Comfortable learning/working with new software and Microsoft Office Suite.
• Knowledge of RCM Certificate Program is an asset.

Hourly Rate

• $20.09 per hour

Additional Information

• Currently seeking candidates with flexibility for shifts during service hours 9:00 a.m. - 9:00 p.m. ET Monday through Friday, and 9:00 a.m. - 5:00 p.m. ET on Saturdays.
• Working with confidential data and matters.
• Requires sitting for long periods, looking at a computer monitor, extensive keyboard use, and use of a telephone headset.
• This opportunity is for a current vacancy.
• AI Disclosure: AI is not being used to screen, assess, or select applicants.

The RCM thanks all applicants for their interest in this position; however, only those selected for an interview will be contacted.

The RCM is committed to fostering an inclusive, equitable and accessible workplace. In accordance with the Ontario Human Rights Code, the Accessibility for Ontarians with Disabilities Act, 2005, and the RCM’s Human Rights, Inclusion and Equity Policy, accommodation will be provided at any stage of in the recruitment and selection process. Applicants are asked to make their accommodation needs known when they have been contacted for an interview.