Customer Service/Enquiries Assistant

Job Purpose:

Responsible for managing the customer service desk and call center for the University. This involves handling enquiries, providing information, resolving complaints, and ensuring customer satisfaction.

You will also responsible for cold calling prospective students through telemarketing activities and providing information that can help prospective students confidently make an application and subsequently enroll to the University.

Key Duties and Responsibilities:

Handle enquiries, resolve complaints, and provide pertinent information to internal stakeholders as and when necessary

Keep up to date information and maintain a proper filling system on customer interactions, recording details of enquiries, complaints, or comments, as well as actions taken

Record customer personal information accurately in the ANU customer relationship management (CRM) system. Maintain a database and records of all customer accounts

Handling telephone complaints, settle disputes, resolve grievances and follow up on resolutions to safeguard the university’s corporate reputation

Escalate unresolved customer grievances and or complaints to the Head of Department for further investigation

Create a summary of enquiries, ensuring all customer details are documented. Liaise with social media officer, marketing officer, digital marketing officer and admissions office to consolidate the monthly enrollment funnel report

Developing of tele-marketing strategies and delivering of scripted tele-marketing pitches to prospective students

Answer telephone calls from potential students approached through advertising and promotions initiatives

Contributes to the development of the university’s marketing communications campaigns

Support marketing change plans and the implementation of change

Reach out to potential students through telemarketing and present our program offerings to help meet departmental enrollment targets

Industries:Higher Education

Function: Others