Care & Support Representative – Temporary Role
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Job Description
Care & Support Representative ensuring the success of homestay programs for international students. Building positive relationships with students, host families, and agencies in a fully remote role.
Responsibilities:
- Deliver meaningful and effective client care through acknowledgement, authenticity, and understanding unique needs
- Uphold the highest level of Customer Service by being flexible, attentive, reliable and responsive with our clients and colleagues
- Take ownership and follow-up (TOFU) – take ownership over the customer experience and provide thorough follow-up, collaborating with team members when necessary
- Communicate and develop effective working relationships with colleagues, clients, students, agents, and hosts following CHN policies and protocols for methods, timing, and documentation of all such communications and transactions
- Engage with colleagues, host families, and students in order to monitor, manage, and bring closure to homestay inquiries and customer requests
- Escalate crisis situations in a prompt and caring manner to the Care & Support Lead, Local Relationship Manager, Regional Director, and/or third-party mental health services
- Collaborate with colleagues for second opinion and support in an organizational culture that encourages and depends on teamwork for positive outcomes
Requirements:
- 1+ years of Customer Service experience
- Excellent Word, Excel, Email, and Database skills
- Post-Secondary Certificate or Diploma in a relevant discipline, preferred
- Experience working with international students and a variety of cultures is strongly preferred
- Positive interpersonal skills and highly effective at de-escalating challenging customer interactions
- Ability to work independently and autonomously in a virtual office environment
- Ability to work in a team
- Strong verbal and written English communication
- Strong problem solving and organizational skills, with high attention to detail
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