Job Title Customer Service Representative (Part-Time) Job Type Part-time 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 (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 is offered in English (spoken / written), French (spoken / written), Mandarin (spoken), and Cantonese (spoken).

We are currently seeking candidates who are available for regular shifts from 5 : 00 - 9 : 00 p.m. ET, Monday - Friday (20 hours per week).

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.

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 an asset

Ability to speak and provide service in Mandarin / Cantonese and / or French desired.

Hourly Rate

• 19.74 per hour

Additional Information

Scheduling flexibility for shifts : currently seeking candidates available for regular shifts of 5 : 00 - 9 : 00 p.m. ET Monday - Friday (20 hours per week). Please note that specific shift timing is subject to change.

Availability to work additional hours as needed (Hours of operation are 9 : 00 a.m. - 9 : 00 p.m. ET Monday - 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.