International Customer Service Advisor – RPT

Job title: International Customer Service Advisor – RPT

Job description: Find Your Spot at Humber

At 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 Details

Position Title: International Customer Service Advisor

Status: Regular Part-Time (RPT) Support

Hours: 24 hours per week

Faculty/Department: International

Campus: North Campus

Payband Range: PT Support band 7 $26.65 – $32.32

What you will do:

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.

Qualifications

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

At Humber College 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!

We thank you for your interest in working with Humber College. Only applicants selected for an interview will be contacted. Consideration for Support Staff and Academic positions will be given to internal employees in accordance with the respective Collective Agreements.

Equity, Diversity and Inclusion

Humber College 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.

Accommodation

Humber College is committed to accommodating applicants with disabilities throughout the hiring process, in accordance with the Accessibility for Ontarians with Disabilities Act (AODA). Our HR Generalists 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 College, all forms of discrimination and harassment are prohibited. Students and employees have the right to study, live and work in an environment that is free from discrimination and harassment. If you need assistance on concerns related to discrimination and harassment, please contact the Centre for Human Rights, Equity and Inclusion or the Office of Student Conduct at

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