International Education Department
(This position is initially open to full time, bargaining unit employees of the college)
Reporting to the Manager of International Student Services, Services and Global Experience (SaGE), the incumbent is accountable for the administration of front line services at the International Education Centres and provide excellent customer services as the first point of contact for students, staff and visitors to the Centres. The incumbent will be knowledgeable in the International Education Centre programs, services and processes to disseminate information and make appropriate referrals to other service areas by effectively triaging questions.
The incumbent will also play a key role in training student workers and part-time International Student Support Assistants along with supporting the SaGE team with designing student programming, event logistics and promotion, and leading the Centennial International Student Ambassador (CISA) program.
Actively engage with service users of the International Education Centre to determine the best support the Centre can provide.
Maintain accurate information about services of the Centre and the College and make appropriate referrals to various programs and services available for students.
Conduct a needs assessment; identify early signs of students at risk and triage response as necessary.
Communicate with an understanding of intercultural differences and norms of service users; be able to recognize and respond appropriately to barriers in intercultural communication.
Assist the SaGE team with designing student programming, event logistics and promotion, and leading the Centennial International Student Ambassador (CISA) program.
Access student information through Banner when necessary to follow up on an administrative request.
Provide administrative support for the Centre (e.g. sorting daily incoming mail, answering the main telephone line, responding to email inquiries)
Train student workers and new part-time staff on front line service protocols and processes.
Other duties as assigned; this may require the incumbent to transfer to another campus during the interim assignment.
Two-year diploma in Business or Office Administration or related field, or equivalent combination of education and related experience
A minimum of two years recent experience in a customer-service oriented office environment working with international students (experience in an international student service environment within a post-secondary institution is an asset)
Knowledge of international student issues and immigration status in Canada, intercultural competencies, and basic admissions requirements of Centennial’s program for international students
Strong intercultural communication skills including active listening skills and ability to demonstrate cultural sensitivity.
Proven ability and strong commitment to function effectively as a member of a team combined with the ability to work independently with minimal supervision
Working knowledge of a large computerized record system (e.g. Banner) and software packages
Motivated to promote and provide quality customer service in-person, over the telephone, via email, and other online mediums.
Experience in working in a fast-paced and highly multicultural environment.
Ability to maintain the strictest confidence regarding student data (in accordance with the departmental policies and procedures, and the Freedom of Information and Protection of Privacy Act)
Ability to undertake occasional interim transfer to another campus (i.e. coverage for vacation, etc.)