Prospective Student Enquiries Officer X 2

2 months ago

North Ryde, Australia Macquarie University Full time

PRIMARY DETAIL

Join our contact centre team to support the acquisition and conversion of domestic and international students. Busy and fast-paced environment. Hybrid working arrangement.
- From $88,588 - $97,786 per annum (HEW Level 6), plus 17% employer's superannuation and annual leave loading.
- Full-time role. Based at Wallumattagal campus, North Ryde.
- Collaborative and supportive team. Hybrid working arrangement.

THE ROLE

The Global and Domestic Student Recruitment team is seeking two enthusiastic and dynamic Enquiries Officers (one to support domestic market and the other for international) to join the Prospective Students Contact Centre to support the acquisition and conversion of domestic and international students.

Reporting to the Manager, Prospective Students Contact Centre, the role will:

- Maintain up-to-date knowledge of the end-to-end prospective student recruitment process and associated activities for allocated market.
- Act as, and coordinate, the first point of contact for escalated prospective student enquiries through to resolution.
- Coordinate, support and monitor outbound sales activities, including working with the manager to develop and implement metrics.
- Provide coaching and guidance to casual contact centre staff, and oversee the management of escalated/complex enquiries.
- Provide support to the manager with recruitment, training, supervising, rostering, reporting and continuous process improvement.
- Generate and analyse data for regular and ad hoc reports.
- Document leads and ensure accuracy of data for reporting requirements.
- Contribute to, update and maintain, a knowledgebase (e.g. Salesforce templates) for efficient and effective management of response templates.
- Build and maintain relationships with key internal and external stakeholders, maintain knowledge of other functions across the University.
- As required, provide support to the team in monitoring and responding to prospective student enquiries through inbound channels.
- Understand the key student recruitment processes of other market to provide team coordination support and coverage, as required.

About You

You will have experience providing exceptional customer service in a fast-paced contact centre within a large and complex organisation. You will have a good understanding of key contact centre processes and possess the skills to drive and convert sales.

You are a good listener, patient, able to quickly resolve problems and adapt to changing priorities to meet demanding deadlines. You will have excellent interpersonal and communications (written and verbal) skills with demonstrated success in building and maintaining effective relationships with clients and internal/external stakeholders.

Your strong organisational skills, ability to learn new systems and processes, and commitment to delivering outstanding service will see you succeed in this role.

About Us

Macquarie is a university engaged with the real and often complex problems and opportunities that define our lives. Since our foundation 58 years ago, we have aspired to be a different type of university. Over the years, we have grown to become the centre of a vibrant local and global community.

Connect with us today


We rank amongst the top employers in the Australian Workplace Employers Index, having recently earned a five-star rating in the QS World Rankings with the highest rating for employability. Take a look at the

staff benefits

on offer.

To Apply- Degree qualification in business or a relevant discipline and/or equivalent experience.
- Experience in sales/marketing support, or call centre within a large and fast-paced environment, and meeting KPIs in driving and converting sales.
- Delivering high-quality and efficient customer service, and experience in a supervisory capacity to coach and develop casual/junior staff.
- Generating and preparing reports, including making recommendations for improvement.
- Demonstrated ability to follow and improve processes.
- Excellent interpersonal and communications skills with the ability to communicate effectively with an audience from different backgrounds and cultures.

Desirable:

- Knowledge of domestic/international student recruitment and domestic/international higher education systems.
- Experience in rostering casual staff.
- These positions require a criminal record check and Working with Children Clearance.

Role-specific Enquiries: Lachlan Leighton, Manager, Prospective Students Contact Centre via


General Enquiries: Lizzy Nguyen, HR Consultant via

..

Applications Close: Sunday, 12 March 2023 at 11:59pm (AEST)

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Applications Close:
12/03/2023 11:59 PM

Diversity and Inclusion
- Innovation and ingenuity thrive at Macquarie University when diversity, equity and inclusion take centre stage. At the University, we embrace a culture where diversity of background, experience and perspective are fundamental to our success.
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