Student Services Specialist

7 months ago

Toronto, Canada ILAC Full time

The Company

ILAC Education Group is a leading provider of international education and comprises four distinct divisions. Our offerings range from Language training, University Pathways, Higher Education offering Vocational and Public Private Partnerships programs and Language Testing Centre. Located in Toronto and Vancouver, our mission is to provide the highest quality service, support and opportunities to our students and employees. Our newly renovated campuses feature modern interior design and a vibrant learning environment.

The International Language Academy of Canada (ILAC) is one of the best-known English language schools in the world. For over 25 years, ILAC has offered international students a full learning experience, which includes English programs, exceptional customer service, exciting social events and a dynamic atmosphere. ILAC welcomes students from more than 75 countries, making it one of the world’s most diverse schools to learn English.

Overview of the Role & Team

We are seeking an organized, customer service driven Student Services Specialist. The Student Service Specialist is a critical role at ILAC at the heart of student services. The Student Services Specialist will report directly to the Campus Manager and work across the ILAC matrix closely with the Scheduling Managers, School Operations, Academic and Accommodation Teams providing the highest quality experience to all our students during their studies at ILAC.

The student services team is the face of ILAC and the first impression students have with our schools. The role contributes to and maintains a culture of outstanding customer service and exhibits excellent communication and interpersonal skills; projecting a professional and courteous manner at all times when representing the school.

This is a full-time position located on campus (Downtown Toronto).

Responsibilities and Duties
- Ensure all contractual documents are collected on the first day for each student and stored confidentially, securely and accurately.
- Help organize and participate in weekly orientations and intake processing.
- Ability to correctly identify student class needs and changes, in coordination with the Scheduling Managers.
- Act as a first point of contact providing information on day-to-day life for students, including housing requests, facilities, personal safety and student welfare.
- Oversee book and activity purchase, upselling the student experience.
- Support students with Pathway related questions and cascades the information accordingly, ensuring all students are serviced based on their needs.
- Liaise between students and departments to provide support at all levels.
- Assist the Campus Manager to ensure graduating students are identified, tested, and surveyed; ensure certificates and final documents are prepared and participate in conducting graduation ceremony.
- Attend to student complaints and cooperate with respective departments to resolve issues.
- Assist with administrative tasks such as testing, new terms and academic procedures.

**Requirements**:

- Has enthusiasm, energy and a get it done attitude
- Is passionate about customer service and experience
- Has excellent problem solving and critical thinking skills
- Has a sincere desire to work with international students
- Has demonstrated customer service experience in sales or student counselling capacity
- Has the ability to manage multiple priorities while maintaining strict attention to details
- Wants to contribute to a positive team environment
- Educated to a degree level
- Bilingual - complete fluency in English and other language - Japanese or Korean
- ILAC is an equal opportunity employer and is committed to providing employment accommodation in accordance with the Ontario Human Rights Code and the Accessibility to Ontarians with Disabilities Act. If contacted, please advise should you require accommodation during the hiring process._

ILACH

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