Customer Service Representative (Junior)

Job description
Job Description: Customer Service Representative (Study Abroad)

Position: Customer Service Representative (Study Abroad)

Location: Full-Time, Nugegoda

Company Description:

Boomerang International Educational Services (BIES) provides comprehensive support to international students. We offer guidance in selecting suitable colleges/universities, choosing the right courses, and navigating the application and visa processes.

Role Description:

We are seeking a Customer Service Representative (Study Abroad) to join our team. This full-time position involves engaging with potential students and leads, providing excellent customer service, and supporting them in their initial inquiries about studying abroad. The role also includes data management, sharing relevant information, and collaborating with education counselors to ensure a seamless customer experience.

Key Responsibilities:

Lead and Customer Engagement:

• Contact leads and individuals who have inquired about study abroad opportunities to gather detailed information about their needs and aspirations.

• Answer inquiries related to courses, universities, and visa processes professionally and empathetically.

• Act as the first point of contact, ensuring a positive experience for prospective students.

Information Management:

• Accurately document all lead interactions, inquiries, and customer details in the CRM system.

• Maintain updated and organised records to ensure easy access for the team.

Support and Follow-Up:

• Provide basic information about study abroad opportunities, available courses, and institutions.

• Schedule appointments for prospective students with education counselors.

• Send relevant information via email and messaging platforms promptly.

• Follow up on inquiries to provide further support or reminders as necessary.

Customer Experience Management:

• Address customer needs and concerns with empathy, patience, and problem-solving abilities.

• Ensure high levels of customer satisfaction by delivering timely and accurate support.

Collaboration and Reporting:

• Work closely with education counselors and other team members to ensure smooth handover of qualified leads.

• Prepare reports on lead engagement, customer satisfaction, and resolution of inquiries.

Qualifications:

Required Skills and Experience:

• Strong customer service and support skills, with a focus on ensuring customer satisfaction and delivering positive experiences.

• Excellent communication and interpersonal abilities to effectively engage with diverse audiences.

• Problem-solving skills and the ability to handle conflict resolution professionally.

• Attention to detail and strong organisational skills for managing customer data and follow-ups.

Preferred Qualifications:

• Experience in the Call centre environment handling incoming and outgoing calls is highly desirable.

• Fluency in multiple languages is a significant advantage.

• Familiarity with CRM systems and digital communication tools.

• Experience in a education related business is an advantage

Core Competencies:

• Empathy and patience in addressing customer inquiries.

• Strong multitasking skills to handle various tasks and interactions efficiently.

• A proactive and solutions-oriented mindset.

Why Join Us?

• Meaningful Work: Help students realise their dreams of studying abroad.

• Supportive Team: Join a collaborative and mission-driven organisation.

• Professional Growth: Gain experience in the dynamic field of international education.

• Flexibility: Enjoy the benefits of a full-time flexible role.