Customer Service Agent

Job Description

• Job Summary
• Main Responsibilities

Provide exceptional levels of customer service to students through high quality, accurate and timely responses to student enquiries

Meet performance KPI, be receptive to coaching and development and make improvements to performance where required

Manage and resolve customer issues, or escalate as required

Educate the student on alternative ways to seek information, eg : self-service Campus Hub Portal

Record all student interactions in the Student Records Management System

Encourage customer feedback and ensure this is communicated to the Enrolment Centre Team Leader

Other duties at the same level as directed by your manager

Do not foreseeably cause or participate in any activities that may cause harm to yourself or others

Ensure that you comply with Clients' Global Services Health and Safety policy, all other internal policies and procedures, and any relevant external legislative requirements

Co-operate and participate in activities relating to compliance with all health and safety legislation, policies and procedures

Maintain Standards for RTOs 2015 and the Higher Education Standards Framework

Qualifications And Requirements

A minimum of 1 year experience in a contact centre or customer service role

Outstanding customer service skills, including strong interpersonal skills, a positive attitude and ability to relate to a diverse range of people

Exceptional customer listening skills with the ability to ask probing questions, understand concerns and overcome objections

Ability to operate effectively in a team, contributing positively to team operations and working relationships

Superior verbal and written communication skills, and the capacity to communicate clearly

Proficiency in the use of enterprise-wide records management systems

Attention to detail and the ability to undertake high volumes of work efficiently and with a high level of accuracy

A student-service mentality and respect for balancing both people and commercial needs

Strong personal drive and self-motivation