Job Description

ILSC Language Testing is currently looking for a Customer Service Representative based out of Toronto to support customers of its test centres. ILSC offers IELTS, CELPIP and TEF testing, which are accepted as evidence of English or French language proficiency for study, work and migration, an important service ILSC offers to international students and to the communities around its centres.






The

Customer Service Representative

reports to the Director of Language Testing, North America and is responsible for answering customer questions and giving them assistance by phone and by email. This position is full-time, comprised of 9am-5pm Monday to Friday.

Job Duties:

Specific responsibilities and tasks include:





Customer Service Communications

Answer calls and emails in a friendly, professional and timely manner

Provide superior customer service to all test takers and potential test takers

Respond to inquiries about the different tests ILSC offers

Promote ILSC test centres and secure registrations

Assist candidates with navigation of the ILSC website and the Online Registration Systems to help them find information, fill out forms and book their test

Tactfully handle complaints and help solve customer problems

Liaise with the administrative staff at the Canadian testing centres to find answers and solutions for the customer

Liaise with supervisors on test days to assist customers

Request positive online reviews from satisfied customers

Follow up with candidates by phone or email

Complete reports to capture statistics on incoming calls

Make suggestions for improvement based on candidate feedback




Test Day Set-up

Attain knowledge of and follow detailed test policies and procedures

Print, collate and organize test day paperwork and stationery and pack them according to IELTS procedures for distribution to offsite venues

Participate in approved training and professional development, either from ILSC or test partners, such as IELTS

Maintain strict security protocol when handling test day material Ensure all materials are locked as per the requirements Use computer systems to plan tests, produce and organize test materials

Troubleshoot hardware and software issues




Test Day Follow-up



Scan and upload documents into relevant testing systems

Perform various data entry tasks with great attention to detail

Handle test results with adherence to privacy and confidentiality regulations

Communicate any issues to centre administrator or test partners as appropriate





Additional Duties


Filling in for absent test day staff as needed

Helping with transportation of test materials as needed

Other duties as assigned

Essential Qualifications, Skills, and Attributes:

Bachelor's degree or equivalent combination of education, training and experience

1 year of experience in a customer service role

Strong computer literacy skills Strong English listening, speaking and writing skills

Comfort and ability to understand English spoken in different accents

Proficiency in French will be considered an asset

Experience providing customer service over the telephone is an asset

Must be able to move desks and chairs and lift boxes up to 30 pounds

Core Skills

Communication and influencing skills: display good listening, speaking and writing skills, setting out logical arguments clearly and adapting language and form of communication to meet the needs of different people/audiences. Planning and organizing skills: is methodical, able to plan own work over short timescales for routine or familiar tasks and processes Using technology: operates as a basic-intermediate user of information systems, digital and office technology. Able to use office software and IELTS systems to do the job and manage documents or processes Customer-service mindset, dealing with candidates in a pleasant and professional manner

About ELS, ILSC & Greystone College

A world leader in language education & vocational training, ILSC Education Group, which opened its first language school in Vancouver, Canada in 1991 and Greystone College in 2002, offers life-changing educational experiences in Canada, Australia, and India, some of the world's most attractive and popular English-speaking work and study destinations. Since opening its first school in Vancouver, BC, Canada, ILSC has become a world leader in language and career training and has grown to include 9 incredible locations around the world, in Vancouver, Toronto and Montreal, Canada; New Delhi, India; and Brisbane, Sydney, Melbourne, Adelaide and Perth, Australia.





In early 2022, ILSC Education Group joined forces with ELS Education Services, bringing together over 100 years of combined experience delivering life-changing learning experiences to international students. Since 1961, when ELS Educational Services opened its first school in Washington DC, ELS has developed a global reputation for delivering top-quality English language programs. ELS now has the most extensive network of on-campus English language programs and University partners, across the USA.




Our mission is to provide our global community with transformative learning, living and work experiences by offering the finest language, career and higher education programs.

Our Core Values

PASSION: To enrich & transform people's lives

INNOVATION: To evolve through creativity & diversity.

RESPECT: To treat everyone with compassion & dignity.

COLLABORATION: To build community & achieve more together

INTEGRITY: To act responsibly & ethically in everything we do





ELS, ILSC and Greystone College are committed to providing a barrier-free environment and are proud to be Equal Employment Opportunity and Affirmative Action employers. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.



If you need assistance or an accommodation due to a disability, you may contact HR at HR@els.edu