KEY RESPONSIBILITIES

- Provision of timely responses to all queries, complaints and requests received, ensuring that the stipulated service level agreements are met.

- Prioritisation of workload to ensure the most important items are worked on first.

- Liaison with both internal and external parties in clear and concise English and in a professional manner to build relationships and ensure quick resolution to any enquiries.

- Provision of a value-add service through developing an in-depth knowledge of multiple national education systems, Study Group's product portfolio, educational institutions / course location and entry requirements.

- Timely and clear escalation of any issues to the Customer Service Team Lead/Manager.

- Ensuring a high level of quality and accuracy in all responses provided.

- Identifying opportunities to continually enhance the Customer Service function.

- Collaborating closely with fellow team members and Admissions colleagues to get all enquiries, tasks and projects completed within the stipulated timelines, whilst ensuring a high level of quality and service delivery.

- Assess applications in line with Service Level Agreement (SLA) targets and send / respond to any correspondence in a timely and professional manner

- Escalate any issues quickly to the Admissions Assessment Team Lead

- Assist Team Lead in day to day work delegation

- Train & provide product training to new comers

- Assist in running reports for management

- Lead/Co-lead in team meetings and disseminating information to the team

- Provide support to team lead/manager for case escalations & query management

- Provide support and information to Sales and Recruitment Teams to enable them to hit their targets

- Identify opportunities to continually enhance the admissions process and improve working practices.

Requirements:

- Able to work rotational shifts to accommodate time-zone differences.