Language Testing and Customer Service Officer

2 weeks ago

Melbourne, Victoria, Australia RMIT University Full time
About the Role

We are seeking a motivated and dynamic individual to join our Language Testing & Customer Service Team as a Language Testing & Customer Service Officer. This is a full-time role for 1 year.

Key Responsibilities
  • Deliver comprehensive and high-quality responses to all forms of internal and external client contact.
  • Provide accurate and timely responses to and communication with prospective, current and past students and test candidates.
  • Utilise opportunities for promoting courses, cross-selling and upselling to maximise sales.
  • Ensure accurate data collection and data entry to support enquiry, enrolment and marketing activities.
  • Ensure timely administration and accurate processing of course enrolments, payments, refunds and results.
  • Create and maintain process and procedure documentation.
  • Ensure strict compliance with all policies, procedures and operations manuals as set out by Pearson VUE, Cambridge ESOL, IELTS Australia and RMIT UP.
  • Ensure the security of test materials and that any security breaches are documented, and the Language Testing and Customer Service Manager is notified.
  • Contribute to the achievement of KPIs including service levels and income targets.

About You

To be successful in this position, you will have:
  • Proven success in customer service roles within professional services or commercial environments and previous experience of delivering a highly client-focused service.
  • Strong interpersonal skills, including the ability to liaise with both internal and external clients from a variety of cultural backgrounds and organisational levels and the ability to be professional, courteous, discreet and diplomatic at all times.
  • Excellent written and verbal (including telephone and in person) communication skills.
  • Proficiency in MS Office and use of databases, internet related computer applications, payment gateways (including EFTPOS) and data entry.
  • Demonstrated effective and efficient administration, problem solving and numerical skills, including high attention to detail.

Why RMIT?

RMIT is a Disability Confident Recruitment Team, and we are happy to adjust the recruitment process for your accessibility requirements. We are a Circle Back Initiative Employer – we commit to respond to every applicant.

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