About the role

Care & Support Representative supporting international students, host families, and agencies for Canada Homestay Network. Managing homestay inquiries, customer requests, relationships, and crisis escalations remotely across Canada.

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
Take ownership over the customer experience and provide thorough follow-up
Communicate and develop effective working relationships with colleagues, clients, students, agents, and hosts
Monitor, manage, and bring closure to homestay inquiries and customer requests
Escalate crisis situations promptly and compassionately to appropriate leads, managers, directors, or third-party mental health services
Collaborate with colleagues for second opinion and support

1+ years of Customer Service experience
Excellent Word, Excel, Email, and Database skills
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
Post-Secondary Certificate or Diploma in a relevant discipline, preferred