About The Role

Handle incoming enquiries from prospective learners via phone and email, providing accurate information and friendly support, and following up on outstanding issues, and ensure timely resolution of queries adhere to the service level agreement
Assist in lead conversion efforts by engaging with potential learners and guiding them through the enquiries including the application process
Support the implementation of customer service procedures, ensuring consistency and adherence to service standards
Monitor customer feedback and escalate recurring issues or service gaps to supervisors for resolution
Collaborate with team members and other departments to ensure smooth communication and effective problem-solving
Maintain records of customer interactions, includes monthly reporting for calls and emails received
Participate in training and development activities to build product knowledge, service skills, and familiarity with contact centre systems
Contribute to a positive customer experience, helping to build trust and satisfaction with the organisation’s services
Keep abreast with latest policies and procedures so as to provide accurate information to customers
Work as a team to ensure that call centre service KPIs are met

[What we are looking for]

Possess effective telecommunication & strong customer service skills
Have a passion to deliver customer-centric service
Ability to provide support, answer questions, and resolve issues efficiently for calls or email enquiries
Be meticulous and independent
Experience in customer service or call centre will have an added advantage
Proficient in English and another language