Student Experience Adviser

2 weeks ago

Brisbane, Queensland, Australia Kaplan Australia Full time

**Interact with students in this phone based, customer service role**:

- **26 days' holiday, 13 weeks' parental leave, plus other great benefits**:

- **Permanent full-time position based in Brisbane**

**Role**
Report to the Student Experience Manager.
**Responsibilities**
- Perform outbound call initiatives to promote student progression
- Provide expert advice, guidance and support on appropriate study pathways
- Actively manage student retention and identify upsell/cross sell opportunities for referral to B to C sales team
- Contribute to a student centric culture
- Work towards KPIs on student retention by providing a consistently high standard of customer service and advice
- Uphold strong data integrity and accurate record management
- Contribute to a supportive, positive, safe workplace
- Approach your work with integrity and accountability in line with all Kaplan policies and procedures

**Requirements**:
**Essential**
- 1-2 years of customer service experience
- Strong interpersonal and communication skills and the ability to liaise with diverse stakeholders
- Persuasiveness and ability to influence
- High level written and oral communication skills
- Ability to resolve difficult conversations and overcome objections
- Ability to maintain high volume workload in a fast-paced environment
- Excellent attention to detail with accurate data entry skills
- Contribute to a supportive, positive, safe workplace
- Approach your work with integrity and accountability in line with all Kaplan policies and procedures

**Desired**
- Experience in an outbound contact centre
- Experience in an educational environment
- Strong understanding of training requirements for the financial services industry and the compliance frameworks
- Working knowledge of Salesforce and Learning Management Systems
- Degree qualified desirable

**Kaplan Professional**
Kaplan Professional is Australia's major provider of financial planning, real estate, mortgage broking, insurance & leadership online higher education, vocational education and corporate courses and programs.
Kaplan is one of the World's leading providers of lifelong education. In Australia we've 6 businesses, which employ around 1000 people in a range of professional & academic roles.

LI-DF1

**Job Types**: Full-time, Permanent

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