Overnight Emergency Care & Support Representative

Jobtailor; Deutschland; Vor Ort; EUR 26.000 - 38.000; Vollzeit

Zusammenfassung

Jobtailor is seeking a remote Customer Support Specialist to act as the first point of contact after hours for international students in a virtual office environment. You will de-escalate crises, document events, and coordinate with colleagues for support while handling data entry and file maintenance.

The role requires 1+ years in customer service, experience with international students, and strong English communication; French language skills are a plus for bilingual candidates.

Qualifikationen

• Post-Secondary certificate or diploma in a relevant discipline.
• 1+ years of customer service experience.
• Some experience working with international students and diverse cultures.
• Ability to work independently in a virtual office environment.
• Empathy and exceptional customer service skills.
• Ability to de-escalate challenging customer interactions remotely.
• Strong teamwork and relationship-building.
• Excellent Word, Excel, Email and Database skills.
• Strong verbal and written English communication.
• French is mandatory for Quebec/Ontario; bilingual candidates preferred.

Aufgaben

• Serve as first point of contact after hours, handling critical situations with quick response or de-escalation.
• Document events and coordinate with colleagues for support.
• Determine crisis nature and escalate when needed.
• Perform data-entry and maintain client/host/student files.
• Review student applications for completeness across regions.
• Provide operational support including data entry, document uploads, and bookings.
• Match students with hosts for placements, respites, and relocations.

Kenntnisse

Customer service

Empathy

De-escalation

Team collaboration

Problem solving

Organizational skills

English communication

French language

Ausbildung

Post-Secondary certificate or diploma

Tools

Microsoft Word

Microsoft Excel

Database skills

Email

Jobbeschreibung

Responsibilities

• Act as the first point of contact for all calls and situations that arise after hours, often dealing with critical situations that require a quick response or de‑escalation.
• Manage emergencies that involve students that may arise, including documenting events and corresponding with applicable colleagues to engage a second opinion or request support.
• Determine nature and extent of emergency and escalate crisis situations in a prompt and caring manner, providing additional support when needed.
• Complete data‑entry and maintain files as it relates to client, host, or student information.
• Review and process student applications to ensure that they are complete and accurate for designated or assigned regions.
• Provide ongoing operational support through tasks such as data entry, uploading documents to the database, custodianship documentation, limo bookings, survey implementation and/or analysis and reservation management.
• Match prospective or current students with hosts for new placements, respites, and relocations.

Qualifications

• Post-Secondary Certificate or Diploma in a relevant discipline, preferred.
• 1+ years of Customer Service experience.
• Some experience working with international students and a variety of cultures.
• Innate ability to work independently and autonomously in a virtual office environment.
• Exceptional Customer Service skills with the ability to show empathy to callers.
• Positive interpersonal skills and highly effective at de‑escalating challenging customer interactions from a remote environment.
• Ability to work in a team, and to maintain and develop relationships with colleagues.
• Excellent Word, Excel, Email, and Database skills.
• Strong verbal and written English communication.
• French is also mandatory for positions assigned to Quebec and parts of Ontario. Bilingual candidates are preferred.
• Strong problem solving and organizational skills, including a precise attention to detail.

Core Competencies

Demonstrates strong customer service skills, with a focus on empathy and effective communication, while managing emergencies and supporting international students in a virtual environment. Proficient in data entry and operational support tasks, ensuring accuracy and attention to detail.

Hard Skills

• Data Entry
• Database Management
• Application Processing
• Survey Implementation
• Document Uploading

Soft Skills

• Empathy
• Problem Solving
• Organizational Skills
• Team Collaboration
• De-escalation Skills

Certifications & Qualifications

• Post-Secondary Certificate or Diploma

Industry Keywords

• International Students
• Crisis Situations
• Operational Support
• Virtual Office Environment
• Cultural Sensitivity

Tools & Technologies

• Microsoft Word
• Microsoft Excel
• Email Communication