Aegis Careers

Student Services Officer - Part Time

Apply now Job no: 974191
Work type: Fixed Term & Casual
Location: VIC Metro - Western Suburbs
Categories: Outbound Customer Service, Inbound Customer Service

• Start Date: Monday, 3rd of June 2019
• Footscray location – very close to public transport
• Exciting opportunity to share in a vision of excellence, respect and accessibility

About Startek-Aegis
Startek-Aegis is a global outsourcing and technology services company committed to impacting clients’ business outcomes by focusing on enhancing customer experience across all touch points and channels. The combined entity has operations in 61 locations across 13 countries with more than 50,000 employees. The company services over 150 clients from verticals such as Banking and Financial Services, Insurance, Technology, Telecom, Healthcare, Travel & Hospitality, Consumer Goods, Retail, and Energy & Utilities.

About the role and responsibilities
Reporting to the Student Services Team Leader, you will be responsible for providing first-contact resolution to students on a variety of topics including course information, administration, admissions, enrolment fees, scholarships and assisting with online enrolments and in using the Student Portal. You will provide accurate information with respect to course information and encourage prospective students to complete their applications and continuing students to re-enrol. Student contact will be via inbound and outbound calls, email and web chat.

You will have a strong ability to build rapport and proactively resolve enquiries whilst providing a high level of customer service, resulting in an outstanding customer experience for students.

This is an exciting and unique opportunity to be part of two market leaders and work with like-minded, motivated and skilled experts.

In this role you will be required to, but not limited to:
• Resolve all student enquiries in a timely, accurate and professional manner and escalate where appropriate to Senior Student Advisors
• Adhere to policies, procedures and contractual obligations
• Maintaining accurate records of student contact details in all relevant databases
• Ensure all individual and team objectives are met on an ongoing basis
• Achieve and exceed a variety of KPI’s including customer satisfaction, conversions, quality, average handle time and adherence

To be successful in this role, you will ideally possess:
• Previous customer service experience from within a call centre, retail, hospitality or similar environment
• Experience in a Student Services role – highly advantageous
• An ability to identify and influence a conversion opportunity
• A passion for providing an outstanding customer experience with an emphasis on first contact resolution
• Exceptional verbal and written communication skills and a high attention to detail  
• Resilience and an ability to handle pressure 
• Strong ability to problem solve and resolve customer issues
• Time management skills with an ability to prioritise tasks
• Commitment, dedication and a willingness to continued learning
• An ability to work autonomously as well as contribute to and be part of a team environment 
• A high level of computer literacy and technical ability 

In return, we will offer the successful candidate:
• Start Date: Monday, 3rd of June 2019
Footscray location – very close to public transport
• Rotating Roster: Monday to Friday, 8:30am to 6:00pm
12 month Fixed Term and Casual Contracts 
• Fixed Term Pay Rate: $20.91 p/hr + super + leave entitlements (pro rata)
• Casual Pay Rate: $26.14 p/hr + super
June, July, January and February are this contact centres busiest months and you must be able to commit to 35 paid hours per week
Oustide of the busy months, you will be rostered approximately 21 paid hours per week
2 weeks full time classroom style training and 1 week full time ‘on the job’ style training
Onsite café and various others in walking distance
Reward and recognition program, Employee Assistance program, smart casual attire + more
• Opportunity to further develop your career
Fun and supportive team environment

Come join us!! Apply today to be part of a team who shares in two passions – a love of education and exceeding customer expectations!!

Aegis values your privacy. Please refer to www.aegiscareers.com.au to view our privacy statement. © 2018, Aegis Services Australia

Advertised: AUS Eastern Standard Time
Applications close: AUS Eastern Standard Time

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