Customer Service Agent (Temporary) - SPARK Schools Support - Rosebank at SPARK Schools

Purpose of Role:

The Customer Service Agent will play a key role in the day to day operations of the Customer Services Team. As the first point of contact with customers, existing parents, academic and school operations team members, this position will play an integral role in providing memorable and delightful customer experiences across all communication channels.

This Agent will act as a single point of contact for all internal and external stakeholders, including taking ownership of and resolving all their queries or challenges with a sense of urgency. In addition, the Customer Service Agent will be required to be accountable until a resolution is reached.

As a representative, the Customer Service Agent will need to supply information to potential customers about the product, follow up with current clients about satisfaction, and solicit new customers. Additionally, customer input is provided to developers and researchers to supply information for potential future product development.

This role will entail proactively managing leads and converting prospects or opportunities to finalise their online application forms. It is imperative for this person to continuously follow up with prospective parents to ensure quick turnaround times for application finalisation and the submission of all the required documentation within Service Level Agreements.

Requirements

Responsibilities:

• Actively engage all leads (Expressions of Interest) received within the required service levels to ensure the team achieves specified conversion ratios.
• Contact potential clients and sell SPARK products with focus on filling our Schools Network to 100% capacity.
• Answer inbound calls from customers, existing parents, academic staff and school operations staff with regards to all their queries and administrative requirements.
• Deal with and resolve all unsolicited queries and complaints pertaining to SPARK Schools and engage with different stakeholders to resolve these within the agreed Service level Agreements.
• Update information on the customer service system and other relevant platforms used in fulfilling the required tasks.
• Provide quality customer engagement and service for every request for relevant information and clearly communicate with customers, existing parents, academic staff and school operations staff.
• Provide differentiated services based on the needs of the customer, parent, academic staff and school operations staff.
• Effectively diagnose customer needs via phone, webchat, email and other available omni-channels. Work closely with the Marketing Team to immediately resolve service delivery failures via social media and other channels once diagnosed.
• Be a strong brand ambassador who can deliver exceptional service to customers, parents, academic staff and school operations staff.
• Deliver memorable positive experiences for every prospective parent and stakeholder.
• Accurately and confidently handle all customer, parent, academic staff and school operations staff enquiries using effective communication, active listening and problem-solving skills.
• Act as a subject matter expert on all enrollment and accounts related processes and procedures.
• Be customer-focused and strive to convert first call resolution results.
• Pro-actively defuse problems or issues and provide feedback to the respective teams impacted or affected.
• Champion enhanced customer satisfaction levels, loyalty, advocacy and positive word of mouth.
• Evaluate the effectiveness of our customer service and suggest continuous process improvements and system enhancements to ensure customer satisfaction exceeds expected service levels and that sales targets are reached.
• Collaborate with school leaders and office managers to ensure that all information is transmitted to school sites as per the agreed policies and procedures.
• Participate in and drive own/personal professional development.
• Conduct self in a professional manner at all SPARK events and with all stakeholders.
• Promote the vision and mission of SPARK Schools to staff, scholars, families, and the greater community.
• Actively participate in School Open Days.
• Ad-hoc activities and tasks as agreed from time to time.

Language proficiency:

• Must be fluent in both English and Afrikaans

Qualifications:

The ideal candidate will possess the following qualifications:

• Matric (Essential).
• Customer Experience or Sales Certification/Training (Essential)
• Undergraduate Degree / Diploma (Preferred)

Experience:

• At least 2 years demonstrable experience meeting and exceeding sales targets
• At least 2 years in a customer-centric contact center and/or customer-facing environment
• At least 2 years in a tele sales and/or sales operational environment

Skills and Mindset:

• Focus first and foremost on students and their families, demonstrating a positive “whatever it takes” attitude.
• Must be able to read and write English at a professional level. Digital dexterity (typing) is required.
• Bilingual - Ability to speak English and another South African comparable language is an advantage.
• Knowledge of the internet is required. Must be able to use email.
• High levels of accountability and ownership to meet sales targets.
• Detail focused and completes tasks timeously.
• Collaborate and operate with a team mindset and fostering a positive team spirit
• Show humility and appreciate respectful and constructive feedback.
• Seek to innovate, grow professionally, and share leading practices.
• Multitask and demonstrate efficiency in time management and lead conversion.
• Gather data, compile information from multiple sources, and present findings clearly
• Communicate effectively with diverse audiences.
• Must be self-motivated and able to work independently.
• Celebrate successes and engage in solutions-oriented thinking when presented with a challenge.
• Enthusiasm and willingness to work is essential. Must enjoy the challenge of making contact with customers.
• Displays grit, high level of excellence, is mission & vision aligned and displays a high level of self-reflection (GEMS)