Customer Service Representative - International - Appendix D/Temporary Assignment

Fanshawe Toronto@ILAC•London, ON

6d•Onsite

About The Position

This is a temporary assignment for a Regular Full-Time vacancy until May 12, 2027, with the possibility of extension. This position requires a daily on-campus, in-person work schedule and is considered a critical replacement vacancy. The Customer Service Representative provides front-line service to customers in a high-volume, first-contact area for the International Centre. As the first point of contact in person, the incumbent answers questions about the college and its processes to a diverse range of customers including students, parents, agents, alumni, spouses, other community members, staff, faculty, support staff, Managers, and the general public. Inquiries can range from specific details about a student’s personal record to general immigration-related matters, program availability, and health insurance coverage. The incumbent also provides support services to the International Centre as required.

Requirements

Post-secondary 2-year diploma or equivalent in Office Administration, Business, or Communications.
Minimum 2 years of experience in a high-volume customer service environment with a diverse, multicultural customer base, including customers with English as a second language.
Effective communication skills.
Attention to detail/accuracy.
Computer skills.
Organizational skills.
Effective team member.
Working knowledge of social media.

Nice To Haves

Second language ability to communicate verbally and in writing is preferred.
Customer service management software knowledge is preferred.
Detailed understanding of College programs and study permit related processes with experience in International Student Applications process preferred.
High degree of diplomacy and knowledge of international protocol.
Experience with international admissions is preferred.

Responsibilities

Provide front-line service to customers in a high-volume, first-contact area.
Answer questions about the college and its processes to students, parents, agents, alumni, spouses, other community members, staff, faculty, support staff, Managers, and the general public.
Address inquiries ranging from specific student record details to general immigration matters, program availability, and health insurance coverage.
Provide support services to the International Centre as required.
Decipher customer needs quickly and accurately, determine a course of action, and decide if a referral to another area is necessary.
Calm emotional customers and assess when to refer them to a Senior Manager or student life advisor.
Adhere to all relevant college policies and procedures, including the Freedom of Information and Protection of Privacy Act (FIPPA).
Utilize active listening skills with a diverse group of students, many of whom may have English as a second language.
Ask key questions, be friendly and helpful, understand the impact of college decisions on customers, and adjust responses as needed, while being aware of cultural differences.
Seek solutions that benefit the customer in the short and long term.
Answer general questions, concerns, or complaints via phone, email, and social media platforms regarding college or student union services, college procedures (admissions, registration, withdrawal, refunds, fee deadlines, health insurance, events, scholarships), student records, immigration-related concerns, or general questions about studying in Canada as an international student.
Provide applicant and student information (academic and financial) via Colleague, internal databases, and Image Now systems.
Work closely with the international admissions team, integration and immigration specialists, the Registrar’s Office, and academic divisions to provide comprehensive service.
Assist with requests for credit balance refunds, verification of enrolment, and program completion letters.
Serve as the first point of contact for health insurance registration requests and health insurance benefits and claims.
Complete International Student Work Experience Program (ISWEP) funding applications for the department and reconcile ISWEP hours for reimbursement.
Provide training, scheduling, and assign work for the International Centre’s student work study ambassadors.
Monitor the social media account for ISWEP ambassadors and provide updates.
Liaise with external agencies and organizations, including international sponsorship partners, regarding financial guarantees, student attendance, and course reporting.
Monitor tuition fee payments via the FlyWire dashboard.
Provide administrative support to the International Centre team, including preparing letters, reports, and spreadsheets.
Mail out marketing materials as requested.
Handle confidential and sensitive information and correspondence.
Enter time sheets into the payroll time entry system for part-time employees.
Maintain the database for student records.
Obtain and maintain office supplies.
Gather and compile data and related reports (e.g., metrics reporting).
Assist with peak load ESL and post-secondary intakes, including scheduling, confirming registration, checking conditions, scanning study permits, and checking student financial status.
Maintain the office filing system (paper and electronic) and bring items forward as needed.
Book appointments for Integration and Immigration Specialists and Managers.

Benefits

Competitive compensation
Comprehensive Benefits Package
Defined benefit pension plan
Generous vacation and holiday entitlements
Full-time employees start at a minimum of 3 weeks of vacation per year in addition to our paid college closure from Dec. 25 – Jan. 1
Prepaid leave/salary deferral plan
Subsidized maternity and parental leave
Family tuition program
Flexible work policy
Employee and Family Assistance Program
Corporate Discounts through CAUBO
Tuition reimbursement and subsidy programs
Professional development leave
LinkedIn Learning
Lifetime retirement pension (CAAT Pension Plan)