Call Centre Agent X4 (Fixed-term Contract) at ADvTECH

Overall Job Purpose: 

• This position provides additional calling capacity to support campuses in converting student enquiries into confirmed appointments and enrolments. As a Call Centre Agent, you will engage prospective students, provide accurate programme and appointment information, ensure quality of bookings, and coordinate closely with campus staff. You will also assist with ad-hoc campaign and support calling to drive attendance, document submission, and registration readiness.

Key Responsibilities

Calling & Engagement

• Contact prospective students within defined response-time targets (aiming for sub-5 minutes where possible).
• Deliver a friendly, professional, and consistent caller experience aligned to scripted frameworks.
• Actively handle common objections (e.g., “too busy to visit campus”) and apply escalation paths where required.
• Accurately log call outcomes in the CRM/Overflow system.

Booking & Quality Assurance

• Secure on-campus or approved digital consultations in line with campus availability and capacity rules.
• Verify booking accuracy: correct date, time, campus, and student details.
• Uphold booking quality standards to reduce no-shows and rework.
• Support adherence to booking caps (digital and on-campus) and escalate exceptions for approval.

 Campus Coordination

• Ensure all bookings are handed over to the correct campus team with complete and accurate information.
• Collaborate with campus advisors to maximise attendance and conversions.
• Flag capacity or objection trends for review and continuous improvement.

Ad-hoc Campaign & Support Calling

• Drive attendance for Open Days, and other campus marketing initiatives.
• Follow up with students to submit outstanding documents (ID, results, proof of payment).
• Support admitted students with registration steps, including deposit and pre-registration fee confirmation.
• Conduct light retention or milestone check-in calls where required.

 Skills & Competencies

• Strong verbal communication and active listening skills.
• Ability to follow structured scripts while adapting to caller responses.
• Attention to detail in data entry and booking processes.
• Confidence in objection handling and customer engagement.
• Collaborative mindset to work with both Overflow Facility and campus teams.

Minimum Educational Requirements:

• Minimum of Matric

Requirements

• Previous customer service or calling experience (advantageous but not mandatory).
• Computer literacy and ability to work with MS Suite/CRM/calling platforms.
• Availability for flexible, part-time shifts including evenings and weekends when required.
• Commitment to delivering a professional student experience.