Customer Engagement Advisor

4 weeks ago

Sydney, Australia The College of Law Full time

**JOB DESCRIPTION**:

- Available to start immediately_
- Location: Sydney NSW_
- Attractive salary package: Salary $75378 inclusive of Superannuation_
- Flexible working environment_

**Purpose of the Role**

The purpose of this position is to provide exceptional customer service, using a customer centric selling approach, to focus on achieving the growth strategy by enrolling new customers. This role will have direct contact with potential students, to provide advice on training options and study requirements.

As part of the Customer Engagement Team, this role will actively play a critical part in achieving The College of Law’s strategy for growth and customer retention.

**Key Accountabilities**

The Customer Engagement Advisor (PLT) will be responsible for the following areas and key accountabilities:

- Management of Practical Legal Training leads including add lead information into CRM, contact lead and schedule future contact times.
- Maximise conversion of enquiries to firm enrolments including manage enrolments inbox and responding to enquiries. Maximise conversion of handbook requests (online and mail) to firm enrolments
- Keep CRM up to date for all leads and enquires and report any emerging issues.
- Assisting the Student Services Team to answer incoming phone calls when needed
- Maintain effective customer relationships by Exhibiting College expected behaviours and values, Displaying professionalism by enthusiastically responding to client requests Keeping the client fully informed
- Build positive and sustainable relationships with colleagues, stakeholders and customers
- Contribute as appropriate to the ongoing development and improvement of department processes and systems

**About you**

The successful applicant will be enthusiastic with a positive can-do attitude, possess excellent interpersonal communication skills and a strong orientation to the provision of a high level of customer service. You will need to have:

- Two years’ experience in a telephone sales or customer service environment, such as a Call Centre
- Experience in tertiary education admissions or a legal background ideal but not essential.
- Results-oriented with sales experience in the education sector and/or inbound/outbound call centre
- Excellent verbal communication skills and the ability to influence effectively with prospective students by phone
- Ability to adapt the approach depending on the individual circumstances of the prospective student
- A strong orientation to the provision of a high level of customer service, including empathy with an ability to communicate with students and staff
- Articulate and methodical with an ability to problem solve and to use own initiative
- Ability to adjust readily to pressures and changes in the work environment and to learn quickly under pressure
- Aptitude to work in a busy environment with the ability to prioritise workload
- Capacity to contribute to team knowledge and development by sharing knowledge with other staff and providing constructive feedback
- Capacity to listen to clients and colleagues and responds to queries and information in a way that demonstrates understanding of the other person's point of view
- Competency in Microsoft Windows environment with experience in using Word, Excel and Outlook; competency in CRM systems advantageous

As an employer who embraces equity, diversity and inclusion and respects the rights of all people, we hold a collective commitment to foster an environment where all differences are valued. We welcome Aboriginal and Torres Strait Islander people and individuals and from all backgrounds including those caring for and living with a disability to apply.

Advertisement closes** COB Tuesday 18 April 2023**

Applicants must be Australian Citizens, Permanent Residents or hold a valid work permit or visa

**FIRM OR ORGANISATION NAME**:
The College of Law

**CONTACT NAME**:
Recruitment

**EMAIL ADDRESS**:
**JOB LEVEL**:
Any level

**SECTOR**:
Education and training

**COUNTRY**:
Australia

**STATE**:
New South Wales

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