International Customer Service Advisor

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.

The incumbent collaborates with the rest of the Customer Service team to coordinate the following processes:

• Enquiry management using our chat tool

• TextExpander app which manages standard replies to student questions used by the entire International Department

• Study Permit assessment and data management

• Targeted outreach to new & returning international students through live chats, webinars, workshops & social media

• Reporting of student volume across all communication channels

The key duties will explain how the International Customer Service Advisor works with the rest of the Customer Service Advising team to coordinate these processes.