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UOWD8669 - Customer Service Advisor

Business Unit: Administration
Job Family: Corporate Services
Department: Student Recruitment
Contract Type: Fixed Term
Location: Dubai
About UOWD:

The University of Wollongong in Dubai (UOWD) is one of the region’s oldest, most prestigious and forward-thinking tertiary institutions. Our curriculum and teaching practices reflect those of UOW Australia, which constantly ranks among the top 2% of universities worldwide, and are nationally and internationally recognized. Our continuous efforts in providing an education of world-class standards, are evident in our longstanding ranking in graduate employability and also the reason why our graduates are highly sought after by employers.

UOWD is truly a dynamic and diverse institution that offers a broad spectrum of programs in Business, Engineering, Information Sciences as well as Arts, Media and Humanities, aiming to develop graduates who are ethical, agile, technologically literate and ready for multicultural workplaces. Our programs are relevant and industry related with a strong focus on encouraging creative and critical thinking, problem-solving and the development of unique leadership skill sets.

Position Description:

The Customer Service Advisor will contribute to new student enrolments by assessing potential applicants (leads) and determining their eligibility to apply and enrol in various Academic Programs at University of Wollongong in Dubai. A Customer Service Advisor will provide a professional, informed and engaging call experience to outbound and inbound calls to prospective students. Through the application of professional sales and consultation techniques, this position will convert leads to qualified leads by pre-screening the candidates and engaging with potential students and parents.

Key responsibilities include but are not limited to:

  • Manage outgoing/incoming calls according to the daily tasks, KPI’s and plans       
  • Book qualified and interested candidates for 1-to-1 meeting or phone conversation with the relevant team member. Pro-active follow up with candidates where required.
  • Provide the candidates accurate, valid and complete information by using the right methods/tools.
  • Identify and assess candidate’s level of interest (cold, warm and hot)
  • Maintain records of candidate’s interactions in the CRM system
  • Complete call logs and produce call reports
  • Enter new candidate’s details into the CRM in a timely manner
Education and Experience:

Essential:           

  • Customer service experience in a call center environment
  • Experience in consultative sales techniques.

Desirable:          

  • Bachelor degree in business, marketing or relevant field
  • Experience in similar role in the higher education industry 
Knowledge and Skills:

Essential

  • Excellent written and spoken English communication skills
  • Attention to details and high level of accuracy
  • Understanding of sales principles.
  • Experience with CRM platforms

Desirable

  • Proficient in one or more of these languages: Arabic, Russian, Persian, French, Chinese, Spanish 
Personal Attributes:

Essential

  • Ability to maintain the strictest levels of confidentiality at all times
  • Has integrity and operates with transparency
  • Resilient and adaptable to change
  • Ability to work independently with minimal supervision
  • Personable
  • Problem solver
  • Intrepid – stops at nothing to solve the problem
Note: you will be required to attach the following:
1. Resume / CV
2. Passport-size photograph