Customer Service Advisor
Description
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: Customer Service Advisor
Status: Regular Part-Time Support
Hours: 24 hours per week
Faculty/Department: International Graduate School
Campus/Location: Downtown Toronto (59 Hayden St)
Salary: Min. $22.15 – Max. $33.50
About the Customer Service Advisor Role:
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.
Qualifications
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 or a related field.
Experience/Skills
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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
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Demonstrated use of initiative in workload planning and pro-active approach in addressing customer concerns. Providing adequate follow up to complaints and concerns
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Practical experience in a complex, fast-paced, diverse service environment that involves cross-cultural sensitive information, financial transactions, tracking, and inquiry management
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Excellent oral and written communication skills with the ability to explain complex policies and procedures concisely and effectively
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Strong computer skills including proficient keyboarding and web navigation skills, along with knowledge of email software and Microsoft Office Suite
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Demonstrated organizational skills and ability to handle multiple tasks, frequent interruptions and fluctuating volumes
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Demonstrated ability to perform basic arithmetic
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Excellent knowledge of telephone and voice mail systems
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Ability to remain calm during an emergency or when dealing with difficult people or situations
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Flexibility in working as a team member or independently
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Excellent punctuality and attendance
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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 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 (humanrights@humber.ca).
