Job Description - International Customer Service Advisor - RPT (37379)

International Customer Service Advisor - RPT - ( 37379 )

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.

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 current & 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

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 produ

📌 International Customer Service Advisor (Toronto)
🏢 Humber College
📍 Toronto