About Company :

The world's leading media and events company in the higher education sector. A global presence (offices are located in eight countries and events held in 60 countries) and has a loyal - blue-chip- client base consisting of business schools, universities and corporate employers. A multi-cultural organization, with more than 25 languages spoken by our team members. We are known for our entrepreneurial spirit and actively encourage employees to initiate and develop ideas and share the rewards of our success. You should be comfortable with the challenges of a dynamic environment.

Purpose of the position :

- To execute Counselling activities via Voice and Email Channels supported by CRM and Twilio Contact Center Technology

- To contribute to continuous improvement of processes within scope of responsibility

Key Responsibilities :

Performance :

- Responsible for nurturing assigned Leads through Voice and Email Channels

- Liaise with designated focal in Colleges and Universities and ensure appropriate handover of Leads and applicants

- Lead Management through use of CRM

- Continuously drive to reduce waste in the processes, by analysing (speaking with) data and recommending improvements to relevant parties.

Position Specifications :

Education and Experience :

- Bachelor's Degree.

- Background in Education and Counselling OR International Call Center

- Service oriented and focused on managing expectations.

- Sense of urgency and stress handling.

- Ability to work with both internal and external stakeholders across different cultures.

- Team player with superior interpersonal skills.

- Proficiency in verbal and written communication skills (English).

- Experience in Education Industry is mandatory.

Skills Required :

- Excellent communication skills (English)

- Ability to work under pressure - with high sense of urgency

- Detail oriented - ability to perform processes as per pre-defined design

- With strong Service Mindset

- Team player

- Open to travel as and when it is needed

- Open to Flexible Work Arrangements

- Result oriented

- Strong knowledge on Higher Education Services

- Customer focus

- Attitude for excellence

- Communication and building relationships

Day to day responsibilities include :

- Call/email candidate database generated from multiple sources

- Verification and matching

- Program of interest

- Qualifying criterion (Bachelors, GMAT etc.)

- Explain financial commitment

- Explain credits, scholarships etc.

- Nurture and counsel candidate to apply for a program of their choice

- Follow up with candidates in a timely manner and handle exceptions

- Get candidates to start the application on university website

- Report and monitor candidate progress

- Deliver enrolment target for partner university

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