A reputable educational institute is looking to recruit a Customer Service Manager for a 4-month contract.

Accountabilities and Responsibilities

• Conduct daily customer service support via inbound calls, e-mail, walk-ins and external/internal post from students and members
• Drive student acquisition in various ways including inbound calls, e-mail, walk-ins open days and outbound campaigns
• Drive exam entry in various ways including inbound calls, e-mail, walk-ins open days and outbound campaigns
• Drive member conversion in various ways including inbound calls, e-mail, walk-ins, outbound campaigns and via face to face assessment
• Anticipating problems and needs of the customers by providing relevant product related knowledge
• Respond promptly to customer complaints, telephonically, via e-mail or in person
• Provide members & students with product and service information.
• Responsible for the outbound campaigns ( Prospects, Examination Encouragement, Pre Lapsing, Lapsing Recovery and Timed off)
• Update CRM with service requests with all customer interactions.
• Ensure all enquiries from potential students are loaded into CRM as a prospective student.
• Support internal customers as required

Key skills and abilities

• High energy and positive attitude
• Presentation skills
• Computer literate ( Word, Excel, internet, emails)
• Responsible, dedicated and reliable worker.
• Excellent interpersonal skills with the ability to communicate at various levels
• A good telephone voice and etiquette
• Able to work under pressure.
• Team player
• English , spoken and written
• Enjoy working with people
• Good listening and communication skills

Qualifications and experience

• Customer Services
• Administration skills
• CRM/ Call Centre
• HND or Degree in Marketing

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