Customer Support Representative

Career Certified; Toronto; Remote; CAD 42,000 - 54,000; Full time

Benefits offered by this job

Health insurance eligibility

Remote work environment

Career Certified benefits

Job summary

SeeWhy Learning within Career Certified seeks a bilingual (French/English) Customer Service Representative to support students across Canada, handling inquiries via phone, email, and web chat about courses, registrations, exams, and program questions.

The ideal candidate is customer-focused, highly organized, and thrives in a fast-paced remote environment, supporting enrollment through program completion with excellence.

Qualifications

• 3+ years of customer service experience, preferably in a call center.
• Fluency in both French and English, including verbal and written communication.
• Experience working in a remote or hybrid work environment.
• Demonstrated ability to manage high-volume customer interactions in a fast-paced setting.
• Strong computer and technical skills.

Responsibilities

• Respond to student inquiries via phone, email, and web chat in both French and English.
• Handle inbound and outbound customer service calls in a professional and timely manner.
• Assist students with course registrations, exam scheduling, and enrollment processes.
• Provide accurate information regarding courses, programs, policies, and examinations.
• Support students throughout their educational experience, from enrollment through program completion.
• Resolve student concerns and complex issues when appropriate.
• Meet established service level expectations for responsiveness, quality, and student satisfaction.

Skills

Bilingual French/English

Customer service orientation

Organization & time management

Communication skills

Remote work adaptability

Education

Post-Secondary Education Preferred

Tools

Microsoft Office Suite (Outlook, Word, Excel)

CRM platforms

Job description

Division / Department: Student Support / Operations
Reports to (position): Customer Service Manager
Level / Grade: Individual Contributor
Location: Remote (Canada)
Employment Type: Full Time, Non-Exempt
Work Conditions: Remote Office Environment
Travel: None Required
Telecommute: Yes
Minimum Educational Req: Post-Secondary Education Preferred
Years of Experience: 3+ Years Customer Service Experience

Position Summary

SeeWhy Learning is seeking an experienced Bilingual Customer Service Representative (French/English) to support students throughout their educational journey. This role serves as a primary point of contact for students, providing professional assistance via phone, email, and web chat regarding course offerings, registrations, examinations, and program-related inquiries.

The ideal candidate is customer-focused, highly organized, fluent in both French and English, and thrives in a fast-paced remote environment. This individual will play a key role in delivering an exceptional student experience while supporting administrative processes from enrollment through program completion.

Essential Functions / Job Responsibilities

Student Support & Customer Service

• Respond to student inquiries via phone, email, and web chat in both French and English.
• Handle inbound and outbound customer service calls in a professional and timely manner.
• Assist students with course registrations, exam scheduling, and enrollment processes.
• Provide accurate information regarding courses, programs, policies, and examinations.
• Support students throughout their educational experience, from initial enrollment through program completion.
• Resolve student concerns and escape complex issues when appropriate.
• Meet established service level expectations for responsiveness, quality, and student satisfaction.

Administrative Support

• Complete administrative tasks related to student records, registrations, and customer support activities.
• Maintain accurate documentation and records within company systems.
• Collaborate with internal teams to ensure a seamless student experience.
• Participate in process improvement initiatives and contribute ideas to enhance customer service operations.
• Perform other duties and special projects as assigned.
• 3+ years of customer service experience, preferably in a call center environment.
• Fluency in both French and English, including verbal and written communication.
• Experience working in a remote or hybrid work environment.
• Demonstrated ability to manage high-volume customer interactions in a fast-paced setting.
• Strong computer and technical skills.

Skills Required

• Strong customer service orientation with a focus on creating positive student experiences.
• Excellent verbal and written communication skills in both French and English.
• Strong organizational and time management skills.
• Ability to manage multiple priorities effectively.
• Strong problem-solving and conflict-resolution abilities.
• High attention to detail and accuracy.
• Ability to work independently while contributing as part of a remote team.
• Adaptability and willingness to embrace change.
• Customer-centric mindset with a focus on service excellence.

Technical Skills Required

• Proficiency in Microsoft Office applications, including Outlook, Word, and Excel.
• Experience using CRM, customer service, or support platforms.
• Ability to learn and navigate administrative and student management systems.
• Strong computer proficiency and technical aptitude.

Supervisory Responsibility

This position has no direct supervisory responsibilities.

Physical Requirements

• Prolonged periods of sitting and working at a computer.
• Ability to communicate effectively via phone, video conferencing, and written correspondence.
• Ability to maintain productivity in a remote work environment.

Internal and External Interaction

This position regularly interacts with students, prospective students, instructors, testing partners, and internal departments including Operations, Customer Service, Product, and Finance. The role serves as a key point of contact in delivering a positive student experience and maintaining strong customer relationships.

Work Schedule

Hours are subject to change based on business needs.

• Monday through Thursday: 1:30 PM ET to 9:30 PM ET
• Friday: 9:00 AM ET to 5:00 PM ET

Benefits available after three months of employment:

• Health insurance eligibility.
• Remote work environment.
• Opportunity to support learners and contribute to educational success across Canada.

Additional Career Certified Benefits

• Access to Career Certified products and services.
• Collaborative and mission-driven work environment.

Career Certified elevates modern education while accelerating success for students in licensed professions. Through brands like SeeWhy Learning, the company provides innovative educational solutions that help learners achieve professional success and career advancement.