Description
The Customer Care Representative is the first point of contact for teachers and non- teaching applicants who have questions and issues with the Apply to Education website.
This role is perfect for a recent grad who’s bilingual, wants to work for an amazing company with very little turn over, with room to grow your career.
Although we need you to be bilingual and an excellent communicator in both English and French, this role is 90% in English for both oral and written communication.
HOURS:
10:30 a.m. to 7:00 p.m. Monday to Friday
Location:
Mount Pleasant and Eglinton (8 minute walk from Eglinton Subway Station on Yonge Line)
This role is an in office role, but after passing level one, you can work Fridays from home with your manager’s permission.
Job Specifications (Knowledge & Experience)
Post secondary diploma or degree
Exceptional telephone manner
A passion for helping people over the phone and via email
Excellent oral and written communication skills in both French and English
At least one year of customer service experience in quick service, retail, or hospitality
Proficient in windows XP and 7 operating systems, Excellent Microsoft Office skills
Ability to troubleshoot web browser issues
Experience with Apple computer systems (preferred)
Call Centre experience with web based product (bonus)
Main Duties of Position Holder
Providing timely, effective and courteous support to ATE customers
Responding to phone and email inquiries about the Apply to Education Web Site
Troubleshooting technical issues & Assisting applicants in the management of their accounts
Diagnosing concerns with individual accounts and suggesting viable solutions
Identifying areas to improve the Apply to Education site to create a better user experience
Editing and converting problem files for applicants as needed
Administrative support for various campaigns or projects as required
Occasional data entry and bulk account activation plus any other duties that may be assigned
Core Competencies
Integrity : maintains a professional manner when dealing with sensitive information; lives up to the Company’s standards of commitment and responsibility and adheres to the Confidentiality policy.
Critical Thinking : anticipates the short-term implications of decisions; solves problems based on facts and develop and recommend appropriate solutions.
Creativity and Innovation generates new, and modifies existing approaches; embraces change and challenges the status quo in a constructive and flexible manner.
Teamwork: collaborates and cooperates with others to get the job done;values the input and know-how of other team members; builds trust and respect among fellow team members and works with other team members toward a common goal.
Organizational Effectivenes s: balances the needs of all stakeholders; provides feedback that contributes to the Company’s success; demonstrate effective organizational and time management skills and meets tight deadlines and implements effectively.
Expectation Managemen t: establishes realistic parameters regarding customer service expectations and problem resolution and performs effectively within the Company’s accountability framework.
Job Specific Competencies
Works independently and requires little guidance
Detail oriented with a commitment to accuracy
Highly organized and able to multitask
Able to work well with users of various skill levels in a patient and understanding manner
Quick learner with a passion for technology
Additional Information
Salary: 50K plus benefits that kick in after 3 months
5 flex days
2 weeks holiday
We are closed and you get paid between Christmas and New Years
