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Study Group Customer Service Coordinator in Singapore, Singapore

Job Purpose:

The Customer Service coordinator role is focussed on providing support in processing and resolving all queries, requests and complaints received from both Study Group’s external customers (primarily Agents) and internal customers.

The Customer Service Coordinator will endeavour to provide a resolution to each query, request or complaint received at the first line. Wherever this is not possible, they will follow and administer the necessary processes required to obtain the necessary response, which they will then ensure is provided to the customer.

Performance will be measured against the first line resolution rate, timeliness of responses provided, the accuracy of responses provided (consistently right first time) and finally against a high level of service being provided as standard

The role will report directly into the Customer Service Team Lead, Singapore.

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 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.

    Selection Criteria:

    Qualifications & Training

  • Excellent verbal & written communication skills.

  • Fluent English (written, spoken, reading).

  • University Degree in any field is desired. Diploma holders with relevant work experience will be considered.

  • Superb time management and interpersonal skills.

    Experience

  • Working in multi-national companies with other cultures.

  • Working to meet deadlines within a customer facing / SSC capacity.

  • Experience in working with Microsoft products (Outlook, Word, and Excel).

  • Customer Support & Service Experience.

  • Previous work experience within the education sector.

  • Fluent Mandarin (written, spoken, reading).

    Requirements

  • Able to work rotational shifts to accommodate time-zone differences.

    Attributes

  • Good command of spoken and written English.

  • Positive mind-set and work attitude.

  • Strong organisational skills and ability to meet tight deadlines.

  • Flexible and able to adapt to changes.

Study Group is the leading provider of international education, driving success for our students and partners. We believe in a better world through education, and work with universities which are as motivated by driving student success and outcomes as we are. Voted as the 2017 and 2018 Global Pathway Provider of the year, our people are united with the shared ambition of providing a world-class UK education to talented students from across the globe.

ORGANISATIONAL COMPLIANCE

Study Group is committed to safeguarding and promoting the welfare of its students, and expects all staff and volunteers to share the same dedication. Applicants will be required to undergo child protection screening appropriate to the role, including checks with past employers, an Enhanced Check from the Disclosure and Barring Service (DBS) and overseas criminal records if appropriate.

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