Executive - Customer Service

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 Able to work rotational shifts to accommodate time-zone differences. (ref:updazz.com)