ILSC Customer Service Representative
ILSC Customer Service Representative
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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:
Bachelors 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 worlds 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 Montral 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 peoples 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 needassistance or an accommodation due to a disability you may contact HR at
Required Experience:
Unclear Seniority
Employment Type
Full-Time
