Description:
Reporting to the Manager, International Customer Service, the International Customer Service Advisor, as part of the Customer Service team, is responsible for the coordination of all communication channels with students, including live chats, contact form enquiries, in-person visits, phone calls and social media direct messages. The incumbent will provide frontline support services, expert advice, assistance regarding a diverse range of general college and academic program information, international admissions, international web application information, Humber-wide events and services, academic policy, college policy and processes to International students, agents, and third party representatives. They will respond to inquiries within the context of the student’s citizenship, considering Canada Immigration and Citizenship (CIC) processing times, regulations and country specific restrictions. The incumbent at times may deal with sensitive and highly confidential information and communicates directly with the general public, guests, applicants, registered students, graduates, parents, faculty, and college administrators.
What you bring to the role:
Education
- 2 year diploma in Public Relations, Accounting, Business, Project Management or a related field.
Experience & Skills
- The successful candidate will have 4 years of experience.
- Very strong analytical and communication skills along with knowledge of the college setting.
- Proven ability to consistently deliver an exceptional level of service via phone, chat, email or in person, with excellent interpersonal, listening, and customer service skills
- Demonstrated use of initiative in workload planning and pro-active approach in addressing customer concerns. Providing adequate follow up to complaints and concerns.
- Practical experience in a complex, fast-paced, diverse service environment that involves cross-cultural sensitive information, financial transactions, tracking, and inquiry management.
- Incumbent must demonstrate the ability to coordinate ongoing projects with the ability to provide project leadership along with ensuring all daily tasks are completed according to standard.
- Demonstrated organizational skills and ability to handle multiple tasks, frequent interruptions and fluctuating volumes
- Ability to research and develop new business processes.
- Incumbent must demonstrate familiarity with standard business processes and reporting.
- Incumbent must be able to develop evaluation methods to improve future service delivery.
- Demonstrated use of initiative in workload planning and pro-active approach in addressing student concerns. Providing adequate follow up to complaints and concerns.
- Ability to remain calm during an emergency or when dealing with difficult people or situations.
- Advanced proficiency with general computer applications (MS Office, Teams Live producing, etc.) plus an understanding of, and corporate experience using CRM tools and with data management software.
- Flexibility in working as a team member or independently.
- Fluency in a second language other than English is preferred
What’s In it for you?
- An opportunity to have an impact with a post-secondary institution, poised to do great things.
- Diverse, hard-working, committed team of people who care about each other.
- Tools and technology that will allow you to succeed at your job.
- Work /Life balance with extended health and dental benefits, and above-average days off due to College closure schedules
- Amazing perks
- Highly supportive work culture