BILINGUAL CLIENT SERVICES ASSISTANT

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