Customer Support Full Time

JOB DESCRIPTION

Above Industry Rates, Day Shift, Private Medical Insurance + 1 dependent, 15 days leave, Monthly Dinner & Lunch. Join Us!

Go-Va provides clients based in Australia with offshore employees. We are managed operations, not a BPO. You will work in the Go-Va office in Cebu and have direct contact with your Australian company on a daily basis who will train you in their policies and procedures. Go-Va management on-site is there to support you and we provide you with many benefits.

This role if working for our US client but they’re working schedule is Monday- Friday.

Qualifications:

• 2+ years’ experience in a direct customer-facing role, preferably within an RTO and/or HE provider
• Commitment to quality customer service
• Strong interpersonal and relationship-building skills, including the ability to liaise and negotiate effectively with internal and external stakeholders
• Experience working to resolve customer issues to a successful outcome
• Experience working with a variety of stakeholders
• The ability to act without supervision when your manager is not available
• Familiarity with the AQF and an understanding of Higher Education standards
• Advanced Microsoft Office Suite Skills
• Strong customer service skills
• Excellent negotiation skills
• Great attention to detail
• Excellent written and verbal communication skills
• Ability to work in a complex environment with multiple stakeholders
• Strong IT troubleshooting skills

Key Tasks:

Initial Contact and Orientation

• Undertake initial welcome call to the student within 24 hours of enrolment and inform the students of their timetable, login details, and other relevant information
• Arrange for study plan to be sent to the student
• Arrange for Scentia learning management system demonstrations using GoTo
• Meeting within one week of enrolment
• Ensure that the client service level standards are met or exceeded

Student Retention:

• Responsibility for ongoing student retention through active enrolment management
• Maintain regular contact (email/phone/chat) as determined by student
• Coordinate the RPL and Credit transfer process
• Assisting with workplace coordination
• Managing student support, complaints, and non-academic inquiries
• Ensure the client service level standards are met or exceeded

Data Management:

• Use Salesforce system to log sent and received communication and manage cases and other ongoing activities
• Undertake administration activities within the institutional learning management systems such as setting up new users, running reports, adding activities, assisting student queries
• Use Paradigm student management system to update student records (enrolments/cancelations), run reports and manage records

Team Contribution

• Contribute to a productive working environment through constructive, appropriate and timely communication to team and others
• Support the development of self-service initiatives for ABS students to ensure they receive support when and where they require support
• Participate in the client initiatives and activities

If you believe you are the right person for this role APPLY NOW at http://www.go-va.com.ph/application-form/.
Please make sure that you have answered our online application.

Interview will be at:
Go Virtual Assistants, Inc.
8th Floor, Gagfa Tower, F. Cabahug Road,
Mabolo, Cebu City
(We are located next to Sykes Building)

Tagged as: virtual, Virtual Assistant