Customer Service Representative (Part-Time)

Royal Conservatory of Music; Toronto; On-site; CAD 28,000 - 32,000; Part time

Job summary

The Royal Conservatory in Toronto, ON is hiring a part-time Customer Service Representative (CSR) to support multiple programs, including the Certificate Program. The role offers flexible shifts with service hours from 9:00 a.m. to 9:00 p.m. ET on weekdays and 9:00 a.m.

to 5:00 p.m. ET on Saturdays, with language requirements spanning English, Mandarin, Cantonese, and French. Responsibilities include handling inquiries across phone, email, and live chat, maintaining logs, processing tickets, and

Qualifications

• Well-developed interpersonal skills and a customer-driven approach to inquiries.
• Proficient written and spoken English communications.
• Ability to speak Mandarin, Cantonese, and/or French is desired.
• Attention to detail, quick learner, multitasking in a fast-paced environment.
• Comfortable with new software and the Microsoft Office suite.
• Knowledge of the RCM Certificate Program is an asset.

Responsibilities

• Handle inbound telephone inquiries/concerns.
• Respond to emailed/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.
• Process assigned administrative tasks within tight deadlines.
• Send customer notifications for Certificate Program registration/exam issues as required.
• Comply with health and safety policies.
• Perform other duties as required.

Skills

Customer service

English proficiency

Multilingual (Mandarin/Cantonese/Frenc

Detail-oriented

MS Office

Tools

Microsoft Office

Job description

The Royal Conservatory 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, teacher certification and arts-based social programs.
Whether at our schools, at Koerner Hall or within our corporate administration, please see the job postings below for opportunities to join our team.

Customer Service Representative (Part-Time) - (RCM208.8)

Job Title

Customer Service Representative (Part-Time)

Job Type

Hourly

Location

The Royal Conservatory - Toronto, ON M5S 1W2 CA (Primary)

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 s ervice 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.

Job Requirements

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

• $20.09per 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 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.