4 weeks ago
Job title : Customer Services Agent (TEMP) – SPARK Schools Support – Rosebank – 2024
Job Location : Gauteng,
Deadline : September 21, 2024
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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
How to Apply for this Offer
Interested and Qualified candidates should Click here to Apply Now
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