Job Description

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. (ref:updazz.com)

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