The Customer Care Service Agent is responsible for providing exceptional support and service to current and prospective students, alumni, and other stakeholders of the business school. This role involves addressing inquiries, resolving issues, and ensuring a positive experience for all contacts. The Customer Care Service Agent will maintain a deep understanding of the school's programs, policies, and services to effectively assist and guide students.
Key Responsibilities:
Customer Service:
Respond to inquiries from current and prospective students, alumni, and other stakeholders via phone, email, live chat, and in-person.
Provide accurate information about the school's programs, admissions processes, financial aid, and other services.
Address and resolve issues or complaints in a professional and timely manner.
Student Support:
Assist students with navigating online platforms and accessing resources.
Provide guidance on academic policies, course registration, and program requirements.
Support students in understanding and utilizing school services, such as career counseling, tutoring, and library resources.
Administrative Duties:
Maintain detailed and accurate records of student interactions and transactions.
Follow up on outstanding inquiries and ensure timely resolution.
Collaborate with other departments to ensure comprehensive support for students.
Communication:
Develop and maintain strong, positive relationships with students, faculty, and staff.
Communicate important updates and information to students via email, social media, and other channels.
Participate in information sessions, orientation programs, and other events to support student engagement.
Continuous Improvement:
Gather feedback from students to identify areas for improvement in services and processes.
Stay informed about industry trends and best practices in customer care and student services.
Participate in training and professional development opportunities to enhance skills and knowledge.
Qualifications:
High school diploma or equivalent required; associate or bachelor’s degree preferred.
Previous experience in customer service, preferably in an educational setting.
Strong communication skills, both verbal and written.
Excellent problem-solving and interpersonal skills.
Proficiency with Microsoft Office Suite and customer relationship management (CRM) software.
Ability to multitask and manage time effectively in a fast-paced environment.
Empathy, patience, and a passion for helping others.
Working Conditions:
Full-time position with standard office hours; occasional evenings and weekends may be required.
Primarily office-based with some potential for remote work.
May involve handling high volumes of calls and emails.
