Care & Support Representative – Temporary Role

This is a fully remote position, open to applicants in Canada.

📋 Description

• Provide impactful and compassionate client care by recognizing, being genuine, and addressing individual needs.

• Maintain the highest standards of Customer Service by being adaptable, attentive, dependable, and responsive to both clients and colleagues.

• Assume responsibility and ensure follow-up (TOFU) – take charge of the customer experience and deliver comprehensive follow-up, collaborating with team members as needed.

• Communicate effectively and build productive working relationships with colleagues, clients, students, agents, and hosts, adhering to CHN policies and protocols for communication methods, timing, and documentation.

• Interact with colleagues, host families, and students to oversee, manage, and resolve homestay inquiries and customer requests.

• Promptly and compassionately escalate crisis situations to the Care & Support Lead, Local Relationship Manager, Regional Director, and/or third-party mental health services.

• Work together with colleagues for second opinions and support in an organizational culture that fosters teamwork for positive results.

⛳️ Requirements

• Over 1 year of experience in Customer Service.

• Proficient in Word, Excel, Email, and Database management.

• A Post-Secondary Certificate or Diploma in a relevant field is preferred.

• Experience engaging with international students and diverse cultures is highly preferred.

• Strong interpersonal skills with a proven ability to de-escalate challenging customer interactions.

• Capability to work independently and autonomously in a virtual office setting.

• Ability to collaborate effectively within a team.

• Excellent verbal and written communication skills in English.

• Strong problem-solving and organizational abilities, with a keen attention to detail.

🏝️ Benefits

• Competitive salary and benefits package.

• Opportunities for professional development and growth.

• Supportive and collaborative work environment.

• Flexible work arrangements.