Customer Services Agent - Administration - SPARK Schools Support - 2024 at SPARK Schools

Purpose of Role:

• The Customer Services Agent - Administration in the SPARK Schools network, plays an integral role in the Customer Services Team by maintaining accurate records, enrollment documentation and ensuring efficient customer onboarding through quick turnaround times, robust quality assurance and vetting of all the required documentation. Further performing other ad hoc tasks in support of the Customer Services Manager from time to time such as hiring and training, and keeping management updated on the team’s performance. Communicates company goals, and deadlines to the team. Takes ownership and accountability until a resolution is reached or achieved.

Reports To: Customer Services Manager

Responsibilities:

Administration:

• Develops internal reports detailing targets and trends 
• Updates respective account information on CRM and other relevant platforms utilised in fulfilling the required tasks
• Attend to customer service queries from the WhatsAPP platform, providing resolution timeously.
• Delivers relevant solutions that demonstrate understanding of the customers, parents, academic and school operations staff needs
• Performs the role of a strong brand ambassador who can deliver exceptional service to customers, parents, academic and school operations staff
• Delivers memorable positive experiences for every prospective parent and stakeholder
• Accurately and confidently handles all customer, parent, academic and school operations staff enquiries using trouble-shooting skills, effective communication, active listening and problem solving skills
• Acts as a subject matter expert on all enrolment and admissions related processes and procedures
• Pro-actively defuses problems or issues and provides feedback to the respective teams impacted or affected
• Actively participates in School Open Days
• Provides differentiated services based on the needs of the customer, parent, academic and school operations staff

Quality Assurance:

• Monitors inbound and outbound calls and email responses to assess technical communication accuracy to SPARK policies and procedures. 
• Monitors calls and reviews and provides trend data, quality reports and feedback to the Customer Services Manager 
• Coordinates and facilitates call calibration sessions for call center staff.
• Effectively diagnoses customer needs via phone, web chat, email and other available omni-channels 
• Customer focused and strives to reach first call resolution results 
• Evaluates the effectiveness of customer service and drives continuous process improvements and CRM system enhancements to ensure customer satisfaction exceeds expected service levels
• Helps develop, create, and implement enrolment quality processes and procedures; as well as make recommendations for enhancements to training materials as needed to enhance the overall Customer Experience.
• Provides quality customer service on every request for information and clearly communicates with customers, parents, academic and school operations staff.

Training and Development:

• Works directly with the Customer Services Team by assisting them to meet targets by providing weekly coaching sessions
• Conducts ad hoc audits and training with Office Managers and School Operations Managers.
• Promotes the vision and mission of SPARK Schools Support to SPARK Schools Support staff and SPARK Schools staff, scholars, families, and the greater community.
• Enhances customer satisfaction levels through loyalty, advocacy and positive word of mouth
• Collaborates with school leaders and office managers to ensure that all enrolment information is effectively transmitted to school sites.
• Participates in and drives own professional development
• Conducts self in a professional manner at all SPARK events and with all stakeholders.

Requirements

Qualifications and Criteria:

The ideal candidate will possess the following qualifications and criteria:

• Matric/Grd 12 Certificate (Essential)
• Customer Experience/Quality Assurance Training (Essential).
• Undergraduate Degree / Diploma (Preferred).
• 2-3 years’ Call Center experience in an administration call center environment (Essential)
• At least two years of experience in the field of meeting and exceeding targets
• At least two years in a customer focused environment
• At least two years planning, implementing and evaluating employee relations and HR policies, programs and practices

Skills and behavioural qualities:

• Excellent verbal, written and interpersonal communication skills;
• Outstanding customer service skills and dedication to providing exceptional customer care;
• Must be self-motivator and self-starter;
• Focus on quality and customer service;
• Exceptional listening and analytical skills;
• Solid time management skills;
• Must be able to effectively deal with people at all levels inside and outside of the Company;
• Creative ability & writing proficiency;
• Ability to multitask and successfully operate in a fast paced, team environment;
• Must adapt well to change and successfully set and adjust priorities as needed;
• Must be proficient with computer skills;
• Being Bi-Lingual will be an added advantage

Values: Service, Persistence, Achievement, Responsibility, Kindness