International Customer Service Advisor – RPT (2 openings) – Humber

Title of the Job: International Customer Service Advisor – RPT (2 openings)

Location: Ontario

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: International Customer Service AdvisorStatus: Regular Part-time Support (RPT)Hours: 24 hours per weekFaculty/Department: International CentreCampus/Location: North CampusSalary: PT Support band 7 – Step 2 ($26.65)About the International Customer Service Advisor Role: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.QualificationsAbout you:You are passionate about working at Ontario’s largest polytechnic college; you thrive on improving productivity and quality that contribute to team success! If this sounds like you, keep reading:Education

• Two (2) year diploma in Public Relations, Accounting, Business, Project Management or a related field

Experience & SkillsMinimum of 4 years of experience:

• Incumbent must have 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.
• Excellent punctuality and attendance.
• Fluency in a second language other than English is strongly 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.
• Amazing perks
• Highly supportive work culture

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]).

Company Name: Humber

Salary:

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