Customer Service Advisor – IGS – RPT (Fall 2024) – Humber

Title of the Job: Customer Service Advisor – IGS – RPT (Fall 2024)

Location: Toronto, ON

Job Description: Find Your Spot at HumberAt Humber, our career paths open up a world of infinite possibilities for you to explore. People are at the heart of the Humber experience. Here, every day we work shoulder to shoulder to deliver excellence, and in doing so, we redefine what it means to be a leader in polytechnic education. Humber employees are a diverse group of committed, caring and fun-loving people.We take finding and growing the right talent very seriously. We strive to find and nurture extraordinary employees who bring their best each day.If you are interested in working in higher education and are looking to contribute to the largest polytechnic College in Ontario, as we shape the future of our students and communities, here is your opportunity to join our team.Job DetailsPosition Title: Customer Service AdvisorStatus: Regular Part-TimeHours: 12 hours per weekFaculty/Department: International Graduate SchoolCampus/Location: Downtown Toronto (59 Hayden St)Salary: Min $20.29 – Max $31.22What you will do:Reporting to the Associate Director of IGS Operations, IGS, the IGS Customer Service Advisor (IGS CSA) will provide administrative and operations support as well as 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 IGS International graduate students, agents, and third party representatives.The IGS CSA will provide customer service primarily through the online IGS student portal; answering inquiries, providing information and services as well as maintaining the appointment booking system, events and resources.They will also provide customer service through other service channels including: in-person, by e-mail or, by telephone, workshops, and other electronic media.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 successful candidate must retain a wide range of knowledge on programs, courses, academic policies and procedures, college services and campus events. The incumbent at times may deal with sensitive and highly confidential information and communicate directly with the general public, guests, applicants, registered students, graduates, parents, faculty, and college administrators. During peak times, the IGS Customer Service Advisor responds to a very high volume of requests.They will also support the Associate Director of IGS Operations with administrative operations, logistics of IGS student services delivery, and campus space management. The incumbent is expected to work on various assignments associated with the IGS that have guidelines and strict deadlines whereby the individual is required to coordinate multiple priorities and deadlines effectively.QualificationsWhat you bring to the role:Education

• 2 year diploma in Public Relations, Accounting, Business or a related field

Experience & Skills

• Proven ability to consistently deliver an exceptional level of service via phone, the IGS student portal, 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
• Excellent oral and written communication skills with the ability to explain complex policies and procedures concisely and effectively
• Strong computer skills including proficient keyboarding and web navigation skills, along with knowledge of email software and Microsoft Office Suite
• Demonstrated organizational skills and ability to handle multiple tasks, frequent interruptions and fluctuating volumes
• Demonstrated ability to perform basic arithmetic
• Excellent knowledge of telephone and voice mail systems
• Ability to remain calm during an emergency or when dealing with difficult people or situations
• Flexibility in working as a team member or independently
• Excellent punctuality and attendance
• Fluency in a second language other than English is strongly preferred. Languages considered valuable to this position are Arabic, Farsi, Hindi, Italian, Japanese, Korean, Mandarin, Portuguese, Punjabi, Russian, Spanish, or Vietnamese

If this sounds like you, we’d love to hear from you! At Humber Polytechnic we don’t just accept difference — we celebrate it! Experience comes in many forms, skills are transferable, and a progressive mindset goes a long way at Humber. If your experience is close to what we’re looking for, consider applying and tell us why you are a great candidate for this job. Find your Spot at Humber!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.
• Amazing perks and the opportunity to work within a highly supportive team.

We thank you for your interest in working with Humber Polytechnic. Only applicants selected for an interview will be contacted. Consideration for Support Staff (Article 17 of FT Support Staff and Article 19 of PT Support Staff) positions will be given to internal employees in accordance with the respective Collective Agreements.Equity, Diversity and InclusionHumber Polytechnic is committed to a workforce that reflects the diversity of our students and our city. We actively seek Indigenous Peoples and individuals from equity-deserving groups with demonstrated skills and knowledge to deal with all aspects of equity, diversity and inclusion in a post-secondary environment.Humber supports employment equity. Racialized workers, women, Indigenous workers, LGBTQ2S+ workers and workers with disabilities are encouraged to apply. For the purpose of statistical data collection, applicants are strongly encouraged to voluntarily self-identify. Humber’s diverse workplace also supports Francophone workers and young workers.AccommodationHumber Polytechnic is committed to accommodating applicants with disabilities throughout the hiring process, in accordance with the Accessibility for Ontarians with Disabilities Act (AODA). Our Talent Acquisition team will work with applicants requesting accommodations at any stage of the hiring process. This document is available in alternate formats upon request.Anti-Discrimination StatementAt Humber Polytechnic, all forms of discrimination and harassment are prohibited. All employees and applicants have the right to work in an environment that is free from discrimination and harassment. If you need assistance with concerns related to discrimination and harassment, please contact the Office of Human Rights and Harassment ([email protected]).

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