SUMMARY OF FUNCTIONS:
Handle all types of inquiries incoming through phone, email, fax, and walk-in
inquirers, in addition to providing a range of assistance and support to
students/inquirers.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
* Handle all types of inquiries, suggestions, requests, and complaints through (telephone, e-mail, chat, and social media).
* Maintain and record periodic updates to the university correspondence database.
* Assist and advise students in the utilization of services and facilities.
* Using cross and upsell techniques to recruit prospective students, promote AU, and offer facilities and services.
* Handle any required outbound campaign and update the call results sheet.
* Provide routine information and support services to students, such as scheduling activities, answering questions, and follow-up day-to-day students’ concerns.
* Escalate and follow up all students’ inquiries with Colleges and all Departments to make sure that the inquiry has been handled.
* Assist in the registration process during summer.
* Perform clerical and secretarial tasks when required.
* Perform miscellaneous job-related duties as assigned
SUPERVISION:
* Report to: Head of Contact Center
* Subordinates: N/A
QUALIFICATION AND EXPERIENCE:
University Degree required with 3years of experience directly related to the
tasks and responsibilities.
KNOWLEDGE AND SKILLS:
* Strong interpersonal skills, flexibility, and customer service orientation.
* Ability to gather data, compile information, and prepare reports.
* Strong communication and interpersonal skills.
* Ability to resolve difficult or stressful customer service issues.
* Effective communication and basic instructional skills.
* Knowledge of procedures and documentation related to students registration.
* Ability to organize, prioritize, and schedule work assignments.
* Records maintenance skills.
* Knowledge of customer service standards and procedures.
* Ability to analyze and solve problems.
* Ability to work in a team and the ability to work independently.
* Proficiency in computers and previous office experience is essential.
WORKING CONDITIONS:
* Work is normally performed in a typical interior/office work environment.
* Requires handling telephone calls for long periods.
* No or very limited physical effort is required.
* No or very limited exposure to physical risk.
Job Type: Full-time
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