Location: Shafston International College – Kangaroo Point Campus

Key Responsibilities:

• Provide High-Quality Customer Service: Understand concerns of all homestay program stakeholders by asking questions, actively listening, and demonstrating empathy.
• Build Relationships: Cultivate strong relationships with host families to ensure satisfaction and retention, making regular courtesy calls to maintain rapport.
• Conflict Resolution: Mediate and resolve conflicts or issues between students and host families using excellent verbal and telephone communication skills.
• Cultural Sensitivity: Handle homestay issues with awareness of cultural sensitivities to promote positive interactions.
• Independent Problem-Solving: Address incoming questions, feedback, and complaints independently, ensuring timely and effective resolutions.
• Calm Under Pressure: Handle difficult situations with composure and maintain a positive attitude under pressure.
• Feedback Collection and Implementation: Gather feedback from students and host families to implement improvements as needed.
• Record Keeping: Maintain a detailed record-keeping system for incidents or issues occurring during the homestay period.
• Professional Reporting: Prepare professional written reports for relevant parties, including agents, students, guardians, host families, and internal departments.
• Complaint Monitoring: Monitor complaints and escalate high-risk issues to management promptly.
• Collaboration: Work closely with the Homestay Team and other departments, ensuring transparent communication and smooth processes.
• Service Enhancement: Collaborate with other departments to develop and implement plans to enhance services for students and host families.
• Flexibility: Demonstrate flexibility in working hours, including occasional weekends, to meet stakeholders’ needs.
• Emergency Support: Provide 24/7 availability for emergency phone support, ensuring immediate response to critical situations or emergencies.

Requirements:

• Diploma or Bachelor’s degree in a relevant field (e.g., Education and training, counselling preferred).
• Previous experience in customer service, conflict resolution, or a similar role also preferred.
• Excellent verbal and written communication skills.
• Strong interpersonal skills with the ability to build rapport quickly.
• Ability to handle sensitive and confidential information with discretion.
• Proficiency in MS Office and a fast learner to software.
• Knowledge of cultural diversity and sensitivity.
• Proven ability to work independently and as part of a team.
• Willingness to adapt to changing situations and priorities.
• Australian work rights and availability to start immediately preferred.

Application Process:

If you are passionate about supporting international students and ensuring their welfare during their study abroad experience, please submit your resume and a cover letter addressing how your skills and experience align with the responsibilities of this role.

Shafston International College values diversity and is an equal opportunity employer. We thank all applicants for their interest; however, only those selected for an interview will be contacted.

Join us in making a difference in the lives of our students and host families through exceptional student relations and welfare management at Shafston International College.