Customer Services Agent (Temporary) - SPARK Schools Support - Rosebank - 2023
SPARK Schools, South Africa
Job Description
Watch our Vision Video: https://www.youtube.com/watch?v=hOU0TYnNsZo
Take a tour of our Website: https://sparkschools.co.za/
SPARK Schools is a social impact disruptor and is leading change in the education space through its network of affordable private schools. The SPARK Schools network provides transformational education innovation through Africa’s first blended learning model, which elevates student achievement and provides the tools teachers need to serve their students effectively. The blended learning model, which combines classroom teaching and online instruction, allows teachers to anticipate student needs and equips schools to provide personalized education at an affordable cost. SPARK Schools is pioneering this transformative education model to ensure the accessibility of university and careers for all.
SPARK Schools is a high growth, mission and values-driven entrepreneurial organisation, operating 21 primary schools, 5 high schools and serving over 15,500 families in 2024. We are looking for dynamic people to join our team.
Reports To: Enrollment Manager
Purpose of Role:
The Customer Service Agent will play a key role in the day to day operations of the Customer Services Team. As the first point of contact with customers, existing parents, academic and school operations team members, this position will play an integral role in providing memorable and delightful customer experiences across all communication channels.
This Agent will act as a single point of contact for all internal and external stakeholders, including taking ownership of and resolving all their queries or challenges with a sense of urgency. In addition, the Customer Service Agent will be required to be accountable until a resolution is reached.
As a representative, the Customer Service Agent will need to supply information to potential customers about the product, follow up with current clients about satisfaction, and solicit new customers. Additionally, customer input is provided to developers and researchers to supply information for potential future product development.
This role will entail proactively managing leads and converting prospects or opportunities to finalise their online application forms. It is imperative for this person to continuously follow up with prospective parents to ensure quick turnaround times for application finalisation and the submission of all the required documentation within Service Level Agreements.
Requirements
Responsibilities:
- Actively engage all leads (Expressions of Interest) received within the required service levels to ensure the team achieves specified conversion ratios.
- Contact potential clients and sell SPARK products with focus on filling our Schools Network to 100% capacity.
- Answer inbound calls from customers, existing parents, academic staff and school operations staff with regards to all their queries and administrative requirements.
- Deal with and resolve all unsolicited queries and complaints pertaining to SPARK Schools and engage with different stakeholders to resolve these within the agreed Service level Agreements.
- Update information on the customer service system and other relevant platforms used in fulfilling the required tasks.
- Provide quality customer engagement and service for every request for relevant information and clearly communicate with customers, existing parents, academic staff and school operations staff.
- Provide differentiated services based on the needs of the customer, parent, academic staff and school operations staff.
- Effectively diagnose customer needs via phone, webchat, email and other available omni-channels. Work closely with the Marketing Team to immediately resolve service delivery failures via social media and other channels once diagnosed.
- Be a strong brand ambassador who can deliver exceptional service to customers, parents, academic staff and school operations staff.
- Deliver memorable positive experiences for every prospective parent and stakeholder.
- Accurately and confidently handle all customer, parent, academic staff and school operations staff enquiries using effective communication, active listening and problem-solving skills.
- Act as a subject matter expert on all enrollment and accounts related processes and procedures.
- Be customer-focused and strive to convert first call resolution results.
- Pro-actively defuse problems or issues and provide feedback to the respective teams impacted or affected.
- Champion enhanced customer satisfaction levels, loyalty, advocacy and positive word of mouth.
- Evaluate the effectiveness of our customer service and suggest continuous process improvements and system enhancements to