International Customer Service Advisor - RPT

Find Your Spot at Humber
At Humber, we are a vibrant, diverse community of professionals dedicated to providing an exceptional learning experience for our students. Through our strategic vision and exciting new brand Builders of Brilliance, we are co-constructing a new model of polytechnic education for Ontario, Canada, and the world. We are committed to ensuring Humber offers the right programs, with the most effective teaching and learning approaches, to prepare exceptional leaders for our industries and communities.

To achieve our vision, we take finding and developing the right talent very seriously. We offer a collegial, collaborative, inclusive environment in which each individual is supported to grow and bring their best each day.

If you are excited by the prospect of contributing to our vision for learning, if you would like to be part of building a new model of polytechnic education, of ‘building brilliance’, in one of Canada’s preeminent higher education institutions, then here is your opportunity to join our dynamic team.

Job Details:
Position Title: International Customer Service Advisor
Status: Regular Part-Time Support
Hours: 24 hours per week
Faculty/Department: International Centre
Campus/Location: This is a fully on-site position based out of both North Campus and Lakeshore Campus.
Minimum Starting Salary: 31.82

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. In addition, duties include but are not limited to:

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

About You:
You are passionate about working at Ontario's largest Polytechnic; you thrive on improving productivity and quality that contribute to team success! If this sounds like you, keep reading:

Education

• 2-year Diploma in Public Relations, Accounting, Business, Project Management or a related field.

Experience/Skills
Minimum 4 years:

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.

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 be a part of building Humber's future.
• Be part of a diverse, hard-working, and supportive team.
• Tools and technology that will allow you to succeed at your job.
• Amazing perks!

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 Inclusion
Humber 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.

Accommodation
Humber 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 Statement
At 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]).