Call Centre Operator - Cape Town Campus - CCOCTC02
Code/Reference:
CCOCTC02
Applications accepted until:
2021-05-04
Number of Openings
1

Campus/Business Unit:

Vega School - Cape Town Campus

Direct Reporting Line:

Campus Head

Job Purpose:

  • To support  campus sales and marketing initiatives and plans aimed at attracting and converting students to register for graduate and postgraduate qualifications as well as short courses.
  • Responsible for  making outbound and receiving inbound telephone calls to and from prospective students and their parents and interacting with them via our online system to establish their interest in our offerings, identify and overcome objections and/or to request requisite information from them in respect of their applications.

Education:

  • Numeracy and literacy equivalent to grade 12
  • Relevant undergraduate Degree or Diploma advantageous.
  • Computer literacy - MS Office Suite

Functional Competencies:

  • Strong customer service orientation.
  • Target driven and ability to work well under pressure.
  • Professional and confident.
  • Excellent presentation and communication skills.
  • Outgoing and passionate.
  • Good telephone and email etiquette.
  • Proactive and highly self-motivated.
  • Computer literate MS Office Suite.
  • Ability to work as a team player and individually.
  • Must be able to travel.
  • Own transport is required.
  • Must be able to work on evenings and Saturdays when required.
  • Ability to multitask.
  • Self motivated.

Work Experience:

  • Minimum 1 year Call Centre experience.
  • Experience in work on a Customer Relationship Management software - advantageous.
  • Sales experience - advantageous
  • Experience in Tertiary Education environment - advantageous.

Key Performance Area:

Student Acquisition:

  • Receives and responds to calls from students and prospective students and parents enquiring about our offerings
  • Makes calls to prospective students (leads) and provides them with the information requested, in a courteous manner
  • Calls prospective students to invite them to Open Days and/or other campus marketing events
  • Participates in campus promotional activities to promote graduate and post graduate studies to new and existing students including career fairs, open days etc
  • Responds to questions, identify and overcome objections and obtain customer information, if need be
  • Responds to website enquiries either telephonically or via email within an hour (during normal business hours, on weekdays).
  • Daily participation and service delivery on TAWK and WhatsApp which ultimately aims to lead to converted student acquisition
  • Maintains adherence to quality standards and guidelines to ensure the best customer service for both brands, at all times
  • Contacting prospective students to secure interview bookings, including sending reminders.

 

Relationship Management:

  • Builds and manages relationships with students, prospective students and their parents at all relevant touchpoints during the application and\or enquiry process to the standards agreed
  • Keeps records of student interaction and engagements. Ensures that records are updated once the contact has been established so that there is a tracking of the customer interaction
  • Determines eligibility by comparing prospect information to requirements (in consultation with senior CN)
  • Fields and takes the necessary steps to resolve customer complaints
  • Provides prospects with product and service information
  • Identifies and escalates priority issues and follows up on same

 

Database Administration:

  • Captures data in respect of student leads, qualified leads, interviews, applications and prospects ensuring all relevant information is captured timeously and accurately. Student leads should be captured and entered into STASY no later than two (2) days after a school visit.
  • Completes STASY workflow process in real-time to ensure that communication triggers are maintained.
  • Disseminates mailshots to promote special events and programmes as directed. This communication to be sent directly from the Contact Navigator email address.
  • Develops and maintains schools, agency, industry and corporate databases

 

Sales Administration:

  • Prepares call reports and statistics as required
  • Compiles other reports as requested
  • Assists CN team with any administrative requests, creation of files, etc

Working Conditions:

  • Campus environment.
  • Must be able to work on evenings and Saturdays when required.

 

Equity Statement:

  • Preferably equity candidate.

Disclaimer

Please note that ONLY candidates who meet the requirements will be considered for this role, only successful candidates will be contacted within two weeks of applying. If you have not heard from us within two weeks of applying consider your application unsuccessful.