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Information Specialist Contact Centre Role

2 months ago

Toronto, Ontario, Canada George Brown College Full time

Job Title: Information Specialist Contact Centre

Job Summary:

The Information Specialist Contact Centre plays a crucial role in providing exceptional support services to George Brown College students and the community. As a key member of the Contact Centre team, you will be responsible for delivering timely and accurate information, guiding customers through various programs and courses, and facilitating smooth registration processes.

Key Responsibilities:

  • Customer Support: Provide top-notch customer support by identifying and addressing customer needs, offering guidance on available programs and courses, and ensuring timely and accurate information is provided.
  • Registration Guidance: Assist customers with registration processes, including admission requirements, financial assistance procedures, and application support.
  • Technical Support: Offer first-tier technical support and guidance for all student success services, including troubleshooting access rights and issues to college services and applications.
  • Escalation and Referral: Escalate issues as necessary or provide referrals to customers who require support from other service specialists, while adhering to the department's Customer Service Standards.
  • Administrative Support: Provide administrative support by documenting customer escalations or referrals, following up with relevant parties to ensure resolution or customer satisfaction, and completing requests for various services.

Requirements:

  • Education: A three-year diploma or degree from a recognized post-secondary institution in Business Administration, Marketing, Community Services, Public Relations, Information Technology, or a related field.
  • Experience: A minimum of three years' practical experience working in a high-volume, front-line customer service environment, preferably within an education setting using a student information system or other 1st-tier technical support experience.

About George Brown College:

George Brown College is committed to creating an inclusive and equitable learning and working environment. We welcome applicants from diverse backgrounds and encourage them to apply.