Student Services Specialist

7 days ago

Vancouver, Canada ILAC Full time

**The Company**

The International Language Academy of Canada (ILAC) is one of the best-recognized English language schools in Canada and is known for its students’ diversity (our students come from over 75 countries), quality of teaching, and exceptional customer service. Our ambassadors speak over 40 languages and will make sure our students have the best possible experience throughout their learning experience.

Established in 1997 ILAC is one of the leading English Language providers in international education located in Toronto and Vancouver. Our mission is to provide the highest quality service, support and opportunities to our customers and employees. We provide English language training as well as professional certificates and diplomas to thousands of international students every year.

**We have been voted #1 English School in Canada and have been recognized as one of the most awarded English schools in the world.**

**Role Overview**

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 inter-personal skills; projecting a professional and courteous manner at all times when representing the School.

**Key responsibilities and capabilities**
- 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.
- Acts 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 cooperates with respective departments to resolve issues.
- Assist with administrative tasks such as testing, new terms and academic procedures.

**Qualifications**
- 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
- Complete fluency in **Mandarin or **Japanese and English**

All ILAC employees are expected to be vaccinated in accordance with the ILAC’s COVID-19 Vaccination Policy.

ILACH

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