Job Description
ADMISSIONS ASSOCIATE (Job Ref: ZU/10/Adv/13/2023)
The objective of this position is to provide world-class customer service, delivering quality at all times and ensuring total Customer Delight. To always deliver service in the true spirit of our values - Responsive,efficiency, accessibility, Reliability, integrity and caring.
Duties and Responsibilities
Reporting to the Lead Admission Officer, the position holder will be responsible for the following, amongst others:
• Answer incoming phone calls on designated lines
• Respond to customers’ emails
• Manage and resolve customer complaints on call
• Document all calls information according to standard operating procedures
• Identify and escalate issues to supervisors when the need arises
• Compiling reports on overall customer satisfaction.
• Keeping records of customer interactions
• Keep an up to date report of all enquiries and follow up status
• Filling of application forms
• Processing of admitted forms
• Preparation of admission letters and dispatch to applicants
• Follow up for admissions and reporting
• Providing correct information to clients and other stakeholders.
• Managing incoming calls and outgoing calls
• Participating in ensuring student retention.
• Contributing to team effort by accomplishing related results as needed
Qualification and Experience
• Bachelor’s Degree in Communication, Public Relations, Business or Marketing.
• At least 1-year relevant experience in Customer Service
• A motivated self-starter
• Extra Miler and a Problem solver
• Advanced skills in MS Office (Excel, PowerPoint) and the internet.
• Problem-solving skills.
• Excellent communication skills including fluency in written and spoken English.
• Ability to adhere to deadlines
• Passion for quality, keen and self-driven
• Good analytical and reporting skills.
• Good understanding of University procedures and standards
• Understanding of University QMS procedures and standards.