We are looking for an experienced customer service coordinator who will offer an excellent after sales service. You will be supporting the advisors by ensuring that the team is compliant with the policies and procedures of the organization and offer consistency in service delivery by offering amazing customer service to your candidates. You will oversee the work with our student services team (consultants) and you’ll be the primary point of contact between our IAG advisors and the admissions departments at our partner universities.
To be successful as a customer service coordinator, you should possess excellent communication skills, a proven ability to use own initiative and the ability to lead and promote the vision of the organization when a candidate is handed over to you by a consultant. The successful candidate will be expected to develop extensive product knowledge and handle customer objections if needed.
KEY RESPONSIBILITIES
* Responding to phone calls alongside email requests and maintaining customer service records.
* Creating personal statements to a good standard, for each candidate referred to you.
* We will look to you to help keep track of the student application process; you’ll do quality checks to confirm applications are ready for the next step, right up until students are officially enrolled onto their course.
* Process student applications, obtain pupil references, and work with the head of admissions to ensure applicants’ eligibility (including checks on the validity of documentation).
* Accurately record and log interaction with customers and update account information which you are able to retrieve the information to create reports for management.
* Knowledge of updated company rules and policies to address issues such as student finance rejection, admissions eligibility process etc.
* Answer any questions that the customer may have about available products and services.
* Select appropriate responses to customer issues and work quickly to resolve them.
* You will be determining students’ eligibility for courses, keeping on top of their payments or maintaining enrollment records.
DESIRED CRITERIA (NOT A MUST)
* Confident working with Zoho CRM.
* Knowledge of student finance.
* Experience of working in a higher education admissions office.
ESSENTIAL CRITERIA
* Excellent organizational and multitasking skills, including working to strict timelines
* Ability to work under pressure
* Commitment to own learning and development
* A pro-active approach to work and problem solving, and the ability to spot and deal with issues as they occur
QUALIFICATIONS AND EDUCATION REQUIREMENTS
* Bachelor's Degree