Requirements

Responsibilities:

• Actively engage all leads (Expressions of Interest) received within the required service levels to ensure the team achieves specified conversion ratios.
• Contact potential clients and sell SPARK products with focus on filling our Schools Network to 100% capacity.
• Answer inbound calls from customers, existing parents, academic staff and school operations staff with regards to all their queries and administrative requirements.
• Deal with and resolve all unsolicited queries and complaints pertaining to SPARK Schools and engage with different stakeholders to resolve these within the agreed Service level Agreements.
• Update information on the customer service system and other relevant platforms used in fulfilling the required tasks.
• Provide quality customer engagement and service for every request for relevant information and clearly communicate with customers, existing parents, academic staff and school operations staff.
• Provide differentiated services based on the needs of the customer, parent, academic staff and school operations staff.
• Effectively diagnose customer needs via phone, webchat, email and other available omni-channels. Work closely with the Marketing Team to immediately resolve service delivery failures via social media and other channels once diagnosed.
• Be a strong brand ambassador who can deliver exceptional service to customers, parents, academic staff and school operations staff.
• Deliver memorable positive experiences for every prospective parent and stakeholder.
• Accurately and confidently handle all customer, parent, academic staff and school operations staff enquiries using effective communication, active listening and problem-solving skills.
• Act as a subject matter expert on all enrollment and accounts related processes and procedures.
• Be customer-focused and strive to convert first call resolution results.
• Pro-actively defuse problems or issues and provide feedback to the respective teams impacted or affected.
• Champion enhanced customer satisfaction levels, loyalty, advocacy and positive word of mouth.
• Evaluate the effectiveness of our customer service and suggest continuous process improvements and system enhancements to ensure customer satisfaction exceeds expected service levels and that sales targets are reached.
• Collaborate with school leaders and office managers to ensure that all information is transmitted to school sites as per the agreed policies and procedures.
• Participate in and drive own/personal professional development.
• Conduct self in a professional manner at all SPARK events and with all stakeholders.
• Promote the vision and mission of SPARK Schools to staff, scholars, families, and the greater community.
• Actively participate in School Open Days.
• Ad-hoc activities and tasks as agreed from time to time.

Qualifications:

The ideal candidate will possess the following qualifications:

• Matric (Essential).
• Customer Experience or Sales Certification/Training (Essential)
• Undergraduate Degree / Diploma (Preferred)

Experience:

• At least 2 years demonstrable experience meeting and exceeding sales targets
• At least 2 years in a customer-centric contact center and/or customer-facing environment
• At least 2 years in a tele sales and/or sales operational environment