ILSC Customer Service Representative

ILSC Education Group; Toronto; On-site; CAD 40,000 - 55,000; Full time

Job summary

A leading company in language education is seeking a Customer Service Representative in Toronto. This full-time role involves supporting customers of ILSC's test centres, answering inquiries, and ensuring a positive experience for test takers. The ideal candidate will have strong communication skills and a customer-service mindset, along with a Bachelor's degree and relevant experience.

Qualifications

• 1 year of experience in a customer service role.
• Strong English listening, speaking and writing skills.
• Proficiency in French will be considered an asset.

Responsibilities

• Answer calls and emails in a friendly, professional manner.
• Provide superior customer service to all test takers.
• Assist candidates with navigation of the ILSC website.

Skills

Communication

Customer-service mindset

Strong computer literacy skills

Planning and organizing skills

Education

Bachelor’s degree or equivalent

Job description

ILSC Language Testing is currently looking for a Customer Service Representative based out of Toronto to support customers of its test centres. ILSC offers IELTS, CELPIP and TEF testing, which are accepted as evidence of English or French language proficiency for study, work and migration, an important service ILSC offers to international students and to the communities around its centres.

The Customer Service Representative reports to the Director of Language Testing, North America and is responsible for answering customer questions and giving them assistance by phone and by email. This position is full-time, comprised of 9am-5pm Monday to Friday.

Job Duties:

Specific responsibilities and tasks include:

Customer Service Communications

· Answer calls and emails in a friendly, professional and timely manner

· Provide superior customer service to all test takers and potential test takers

· Respond to inquiries about the different tests ILSC offers

· Promote ILSC test centres and secure registrations

· Assist candidates with navigation of the ILSC website and the Online Registration Systems to help them find information, fill out forms and book their test

· Tactfully handle complaints and help solve customer problems

· Liaise with the administrative staff at the Canadian testing centres to find answers and solutions for the customer

· Liaise with supervisors on test days to assist customers

· Request positive online reviews from satisfied customers

· Follow up with candidates by phone or email

· Complete reports to capture statistics on incoming calls

· Make suggestions for improvement based on candidate feedback

Test Day Set-up

· Attain knowledge of and follow detailed test policies and procedures

· Print, collate and organize test day paperwork and stationery and pack them according to IELTS procedures for distribution to offsite venues

· Participate in approved training and professional development, either from ILSC or test partners, such as IELTS

· Maintain strict security protocol when handling test day material

· Ensure all materials are locked as per the requirements

· Use computer systems to plan tests, produce and organize test materials

· Troubleshoot hardware and software issues

Test Day Follow-up

· Scan and upload documents into relevant testing systems

· Perform various data entry tasks with great attention to detail

· Handle test results with adherence to privacy and confidentiality regulations

· Communicate any issues to centre administrator or test partners as appropriate

Additional Duties

· Filling in for absent test day staff as needed

· Helping with transportation of test materials as needed

· Other duties as assigned

Essential Qualifications, Skills, and Attributes:

· Bachelor’s degree or equivalent combination of education, training and experience

· 1 year of experience in a customer service role

· Strong computer literacy skills

· Strong English listening, speaking and writing skills

· Comfort and ability to understand English spoken in different accents

· Proficiency in French will be considered an asset

· Experience providing customer service over the telephone is an asset

· Must be able to move desks and chairs and lift boxes up to 30 pounds

Core Skills

· Communication and influencing skills: display good listening, speaking and writing skills, setting out logical arguments clearly and adapting language and form of communication to meet the needs of different people/audiences.

· Planning and organizing skills: is methodical, able to plan own work over short timescales for routine or familiar tasks and processes

· Using technology: operates as a basic-intermediate user of information systems, digital and office technology. Able to use office software and IELTS systems to do the job and manage documents or processes

· Customer-service mindset, dealing with candidates in a pleasant and professional manner

About ELS, ILSC & Greystone College

A world leader in language education & vocational training, ILSC Education Group, which opened its first language school in Vancouver, Canada in 1991 and Greystone College in 2002, offers life-changing educational experiences in Canada, Australia, and India, some of the world’s most attractive and popular English-speaking work and study destinations. Since opening its first school in Vancouver, BC, Canada, ILSC has become a world leader in language and career training and has grown to include 9 incredible locations around the world, in Vancouver, Toronto and Montréal, Canada; New Delhi, India; and Brisbane, Sydney, Melbourne, Adelaide and Perth, Australia.

In early 2022, ILSC Education Group joined forces with ELS Education Services, bringing together over 100 years of combined experience delivering life-changing learning experiences to international students. Since 1961, when ELS Educational Services opened its first school in Washington DC, ELS has developed a global reputation for delivering top-quality English language programs. ELS now has the most extensive network of on-campus English language programs and University partners, across the USA.

Our mission is to provide our global community with transformative learning, living and work experiences by offering the finest language, career and higher education programs.

Our Core Values

PASSION:To enrich & transform people’s lives

INNOVATION:To evolve through creativity & diversity.

RESPECT:To treat everyone with compassion & dignity.

COLLABORATION:To build community & achieve more together

INTEGRITY:To act responsibly & ethically in everything we do

ELS, ILSC and Greystone College are committed to providing a barrier-free environment and are proud to be Equal Employment Opportunity and Affirmative Action employers. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.

If you needassistance or an accommodation due to a disability, you may contact HR at [e-mail]