BILINGUAL CLIENT SERVICES ASSISTANT
- Toronto, ON, Canada
$55,503 to $61,452 CAD / year · Full-time
Applications open in a new tab.
Job details
- Pay
- $55,503 to $61,452 CAD / year
- Job type
- Full-time
- Apply by
- Posting language
- English
- Posted
Original job description
Posting 26-53
Bilingual Client Services Assistant, Client Services Unit
Membership Services Department
Permanent Position, Category 13 - Hiring Range $55,503 - $61,452
Existing Vacancy: One position
The Bilingual Client Services Assistant (BCSA) responds to and resolves enquiries from applicants and members by phone, e-mail, and other channels in a modern client contact centre environment. The BCSA actively participates in achieving service levels and College goals by providing excellent customer service.
French language proficiency testing will be administered.
Responsibilities
Applicant and Member Support
We use Artificial Intelligence (AI) screening to sort applications. Trained staff review applications before decisions are made.
The Ontario College of Teachers offers competitive salaries, pension, comprehensive benefits and a modern, progressive work environment. This position operates with a mix of remote and in-office workdays.
Ontario College of Teachers is an equal opportunity employer committed to inclusive, barrier-free recruitment and selection processes and work environment. We will accommodate the needs of applicants under the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act (AODA) throughout all stages of the recruitment and selection process. Please advise the Human Resources Department to ensure your accessibility needs are accommodated throughout this process. Information received relating to accommodation measures will be addressed confidentially.
#hp
Bilingual Client Services Assistant, Client Services Unit
Membership Services Department
Permanent Position, Category 13 - Hiring Range $55,503 - $61,452
Existing Vacancy: One position
The Bilingual Client Services Assistant (BCSA) responds to and resolves enquiries from applicants and members by phone, e-mail, and other channels in a modern client contact centre environment. The BCSA actively participates in achieving service levels and College goals by providing excellent customer service.
French language proficiency testing will be administered.
Responsibilities
Applicant and Member Support
- Provide timely and accurate information in a professional and efficient manner to clients by phone and digital channels
- Assist applicants throughout the stages of the application process and eligibility for obtaining a teaching license in Ontario
- Handle confidential client information in compliance with established policies and protocols
- Provide information and clarification on guidelines, policies and legislation related to teacher certification requirements in Ontario
- Keep accurate summaries of client interactions
- Maintain knowledge on current and emerging regulatory requirements
- Achieve or exceed quality standards in the provision of services to clients
- Use active listening skills and appropriate research to resolve applicant and member issues effectively and empathetically with a focus on quality and accuracy
- De-escalate challenging calls and enquiries with professionalism and empathy
- Escalate complex enquiries in accordance with Client Services’ escalation protocol
- Action assigned tasks effectively on a daily basis
- Build applicant and member agency by promoting self-serve options
- Contribute to team projects and initiatives aimed at improving customer service processes and overall customer experience
- Contribute to continuous process improvement
- Adhere to assigned schedule in accordance with unit protocols
- Utilize time efficiently and effectively to complete assigned tasks within established timelines
- Proactively seek additional assignments as workload permits
- Participate in cross-training within Membership Services and successfully complete other training as assigned
- Perform other duties as assigned
- Clear verbal and written communication skills in French and English
- Post-secondary diploma or degree, and/or at least one year of relevant experience, or an equivalent combination of education and experience
- Previous experience with a contact centre or within a regulatory body, academic or credential assessment setting
- Interpersonal skills with an ability to work independently and collaboratively with a team
- Ability to empathetically manage difficult client interactions
- Ability to prioritize workload and demonstrate flexibility in response to shifting priorities
- Organizational skills
- Problem-solving, analytical, and research skills with attention to detail
- Demonstrated experience working in a fast-paced environment
- Proficiency in Microsoft Office and Working knowledge of CRM systems
- Proficiency in Five9 or similar contact centre software
- Knowledge of academic transcripts and professional documentation
- This role follows a Monday to Friday schedule
- Hybrid work environment
We use Artificial Intelligence (AI) screening to sort applications. Trained staff review applications before decisions are made.
The Ontario College of Teachers offers competitive salaries, pension, comprehensive benefits and a modern, progressive work environment. This position operates with a mix of remote and in-office workdays.
Ontario College of Teachers is an equal opportunity employer committed to inclusive, barrier-free recruitment and selection processes and work environment. We will accommodate the needs of applicants under the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act (AODA) throughout all stages of the recruitment and selection process. Please advise the Human Resources Department to ensure your accessibility needs are accommodated throughout this process. Information received relating to accommodation measures will be addressed confidentially.
#hp
More about this job
Responsibilities
Respond to applicant and member enquiries through phone and digital channels, provide guidance on Ontario teacher certification, and resolve issues accurately and empathetically. Maintain client interaction records, handle confidential information, meet service standards, and contribute to team initiatives and process improvements.
Requirements
Requires clear verbal and written communication in French and English, plus a post-secondary diploma or degree, at least one year of relevant experience, or an equivalent combination. Relevant contact centre or regulatory experience, strong client service and problem-solving skills, Microsoft Office and CRM proficiency, and familiarity with contact centre software and professional documentation are also sought.
Skills
- French And English Communication
- Customer Service
- Active Listening
- Issue Resolution
- De-escalation
- Research
- Problem-solving
- Analytical Skills
- Attention To Detail
- Organization
- Prioritization
- Teamwork
- Microsoft Office
- CRM Systems
- Five9
- Knowledge Of Teacher Certification Requirements
Benefits
- Competitive Salary
- Pension
- Comprehensive Benefits
Visa sponsorship
Not detected in the job text
Categories
- Customer Service & Support
- Administrative
- Education
- Government & Public Sector
Keywords
- Bilingual Client Services
- French
- English
- Customer Service
- Contact Centre
- Applicant Support
- Member Support
- Teacher Certification
- Ontario
- Regulatory Requirements
- Confidential Information
- Client Interaction Records
- Active Listening
- Issue Resolution
- De-escalation
- Escalation Protocol
- Self-service Options
- Process Improvement
- Microsoft Office
- CRM Systems
- Five9
- Academic Transcripts
- Professional Documentation
- Membership Services