Student Services Officer - (QF.978)

Student Services Officer - (QF.978)

13 Oct
|
Aegis Australia
|
Melbourne

13 Oct

Aegis Australia

Melbourne

• Start Date: Monday, 29th October 2018
• Footscray location – very close to public transport
• Exciting opportunity to share in a vision of excellence, respect and accessibility

About Aegis
Aegis is a global outsourcing and technology company committed to impacting clients' business outcomes by focusing on enhancing customer experience across all touch points and channels. Aegis was founded 30 years ago in the US and now has operations across 43 Locations in 9 countries, over 5 continents with 40,000+ Employees. Aegis services over 300 clients from verticals such as Banking and Financial Services, Insurance, Technology, Telecom, Healthcare, Travel & Hospitality, Consumer Goods, Retail, and Energy & Utilities.







About the role and responsibilities
Reporting to the Student Services Team Leader, you will be responsible for providing first-contact resolution to students on a variety of topics including course information, administration, admissions, enrolment fees, scholarships and assisting with online enrolments and in using the Student Portal. You will provide accurate information with respect to course information and encourage prospective students to complete their applications and continuing students to re-enrol. Student contact will be via inbound and outbound calls, email and web chat.

You will have a strong ability to build rapport and proactively resolve enquiries whilst providing a high level of customer service, resulting in an outstanding customer experience for students.

This is an exciting and unique opportunity to be part of two market leaders and work with like-minded, motivated and skilled experts.

In this role you will be required to, but not limited to:
• Resolve all student enquiries in a timely, accurate and professional manner and escalate where appropriate to Senior Student Advisors
• Adhere to policies, procedures and contractual obligations
• Maintaining accurate records of student contact details in all relevant databases
• Ensure all individual and team objectives are met on an ongoing basis
• Achieve and exceed a variety of KPI’s including customer satisfaction, conversions, quality, average handle time and adherence

To be successful in this role, you will ideally possess:
• Previous customer service experience from within a call centre, retail, hospitality or similar environment
• Experience in a Student Services role – highly advantageous
• An ability to identify and influence a conversion opportunity
• A passion for providing an outstanding customer experience with an emphasis on first contact resolution
• Exceptional verbal and written communication skills and a high attention to detail  
• Resilience and an ability to handle pressure 
• Strong ability to problem solve and resolve customer issues
• Time management skills with an ability to prioritise tasks
• Commitment, dedication and a willingness to continued learning
• An ability to work autonomously as well as contribute to and be part of a team environment 
• A high level of computer literacy and technical ability  

In return, we will offer the successful candidate:
• Start Date: Monday, 29th October 2018
• Footscray location – very close to public transport
• Rotating Roster: Monday to Friday, 8:30am to 7:00pm
• Approximately up to 35 paid hours per week, flexibility to do extra hours when busy
• Fixed Term Contracts until the 29th March 2019 or Casual Contracts
• Fixed Term Pay Rate: $20.91 p/hr + super + leave entitlements (pro rata)
• Casual Pay Rate: $26.14 p/hr + super
• 2 weeks classroom style training and 1 week ‘on the job’ style training
• Onsite café and various others in walking distance
• Reward and recognition program, Employee Assistance program, smart casual attire + more
• Opportunity to further develop your career 
• Fun and supportive team environment

Come join us!! Apply today to be part of a team who shares in two passions – a love of education and exceeding customer expectations!!

Aegis values your privacy. Please refer to www.aegiscareers.com.au to view our privacy statement. © 2014, Aegis Services Australia

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