Student Enrolment Advisor

1 week ago

Melbourne, Australia Quacquarelli Symonds Full time

In this role, you are representing our high education clients and are expected to work in a professional manner, upholding high levels of customer service and collating student feedback for the business to use in data insights and reporting.

The role is hybrid with 2 days a week in the Melbourne office.

**Responsibilities**:
**Operations**
- Provide effective communication at enquiry and offer stage where you are required to connect with, engage, support, and ultimately convert prospective students.
- Work as part of a team to plan, coordinate and deliver effective inbound or outbound campaigns that meet quality goals and client objectives.
- Effectively manage work queues to meet expected response time and quality goals.
- Ensure that company protocols and service level agreements are adhered to.
- Adhere to Client Protocols and best practices to ensure enquiries are promptly, professionally, and effectively always responded to

**Quality**
- Ensure that data capture and reporting requirements are completed effectively
- Meet quality and compliance daily. You are required to receive at least 90% pass on quality assurance check each month.

**Key Performance Indicators**
- Each team member must meet an average target of work each day. There are minimum targets for all types of tasks.
- Meet quality and compliance daily. You are required to receive at least 90% pass on quality assurance check each month.
- You must ensure an average customer service response of 5/6
- Ensuring that you are handling calls within 30 second queue times and hold times are no longer than 60 seconds. Wrap up time for phone calls must be no more than 3 minutes and you are expected to handle anywhere from 20-60 inbound phone calls in a day.
- Meet quality and compliance daily. You are required to receive at least 90% pass on quality assurance check each month

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