Ontario College of Teachers is seeking a Bilingual Client Services Assistant to provide support to applicants and members in a modern client contact centre environment. The role involves responding to enquiries, assisting with the application process for teaching licenses in Ontario, and ensuring high-quality customer service.
Responsibilities
- 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
Skills
- 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
Benefits
- Competitive salaries
- Pension
- Comprehensive benefits
Company Overview
Ontario College of Teachers is licensing, governing, and regulating Ontario’s teaching profession in the public interest. It was founded in 1997, and is headquartered in Toronto, Ontario, CAN, with a workforce of 51-200 employees. Its website is https://www.oct.ca.
Apply Now