International Recruitment Advisor

University of Guelph•Guelph, ON

2d•Hybrid

About The Position

The International Recruitment Advisor provides front-line, student support to prospective international students across the recruitment and admissions journey, serving as a primary point of contact from initial inquiry through offer and acceptance. The role is responsible for responding to a high volume of general inquiries across a broad range of topics (e.g., programs, application processes, offers, timelines, housing, student life), providing clear, timely, and accurate information while identifying when issues require escalation or referral. The position works closely with internal stakeholders—including recruitment, admissions, marketing, colleges, and the Global Pre-Arrival Support (GPS) team—to ensure prospective students are connected to the appropriate expertise as needed. This role operates within the International Recruitment team and supports recruitment efforts by managing and responding to leads generated through multiple channels, including digital campaigns, general inquiries, agent and counsellor referrals, and recruitment activities. It works in close coordination with Recruitment and Marketing to support lead flow, follow-up, and engagement strategies. A key function of the role is maintaining consistent, proactive engagement with applicants and offer-holders, including re-engaging inactive or stalled prospects and addressing common periods of disengagement. The position manages communication across the offer-to-offer acceptance timeline, balancing early and late offer-holder needs, and facilitating timely, needs-based referral to the GPS team. The position contributes directly to improving conversion outcomes by ensuring responsive service, reducing drop-off, supporting student decision-making, and reinforcing a coordinated institutional approach. The role supports prospective international fee-paying students, both within and outside Canada, with a focus on undergraduate and course-based master’s programs.

Requirements

Undergraduate degree and 2+years of experience working in a student-facing, service-oriented role within higher education, international education, or a related field
Recruitment or student services experience preferred
Fluent in more than one language is an asset
Clear understanding of customer service to other cultures
Ability to think and act quickly and effectively under pressure, exercising tact, diplomacy, discretion and good judgment
Ability to multi-task and use technology to compliment communication
Strong verbal and written communication skills, with the ability to adapt messaging for diverse international student and parent/supporter audiences
Demonstrated experience in high-volume, student-facing environments requiring responsiveness, accuracy, and attention to detail
Experience with CRM systems (e.g., Slate) and digital communication platforms (e.g., email, chat, WhatsApp Business or similar tools)
Understanding of the international student journey, including recruitment, application, admissions, and transition processes, and the ability to guide students appropriately within defined role boundaries
Ability to build relationships and provide a high-touch, customer-focused experience in a cross-cultural context
Strong interpersonal and de-escalation skills, with the ability to manage sensitive or high-stress student and/or parent/supporter interactions with professionalism and empathy
Ability to assess situations, exercise sound judgment, and determine when to resolve issues directly or refer to appropriate teams
Strong organizational skills with the ability to manage multiple priorities and maintain consistent follow-up
Ability to work collaboratively across teams including recruitment, admissions, marketing, and student support units

Nice To Haves

Fluent in more than one language is an asset

Responsibilities

Serves as the primary point of contact for an assigned caseload of international prospects
Supports events designed to move prospects from interest through application and offer acceptance
Supports and responds to follow up on leads from: digital inquiries (via Marketing), general inbox ([email protected]), recruitment staff and regional officers, agents, counsellors, and in-country representatives, webinars, events, fairs, and campaigns
Ensures all inquiries are: acknowledged promptly, followed up consistently, tracked in institutional systems
Re-engages inactive or stalled students where intent is high
Applies a relationship-based / concierge model to support students through decision stages
Provides tailored, hands-on support, from broad guidance to more direct engagement where needed
Works across teams to take over and manage leads: recruitment, marketing, colleges
Provides clear, non-advising explanations of: offer details and conditions, timelines and required actions, enrolment processes
Supports students to: reduce uncertainty and anxiety, make informed decisions, overcome barriers to enrolment
Supports and reinforces conversion communications including: welcome packages (as appropriate), follow-up campaigns, chat-based engagement
Shares institutionally approved information related to: scholarships and funding, timelines and student journey, housing, studying and living in Guelph
Acts as a first point of contact for applicants (and their families/supporters) following admission denials, engaging with individuals to support mental health related to international student experience/journey
De-escalates emotionally charged situations and provides clear, empathetic guidance before referring applicants to Admissions for decision details
Supports applicants experiencing high stress throughout the process (e.g., difficulty submitting documents, awaiting decisions, or concerns about safety, life abroad, policy changes, etc.)
Maintains professionalism and composure in challenging interactions, using strong communication and cultural sensitivity to manage a diverse range of applicant needs
Assists students in navigating processes without providing regulated advice
Identifies out-of-scope questions and: connects students to the appropriate unit, and supports continuity until transitioned
Provides supported referrals to GPS at offer acceptance
Reinforces a sense of coordinated institutional support
Uses institutional platforms including: Slate CRM, WhatsApp Business, Email and messaging tools, Other supported systems as required
Logs interactions and tracks engagement consistently
Supports a coordinated view of the student journey across systems
Works collaboratively with: International Recruitment, Admissions (Undergraduate & Graduate), Graduate Recruitment, Marketing and Communications, Colleges, Student Experience (including GPS)
Documents engagement activity and key themes
Identifies barriers, risks, and opportunities for improvement
Contributes insights to improve conversion strategies and communications