Customer Service/Enquiries Assistant at Africa Nazarene University (ANU)

Job Purpose:

• Responsible for managing the customer service desk and call center for the University. This involves handling enquiries, providing information, resolving complaints, and ensuring customer satisfaction.
• You will also responsible for cold calling prospective students through telemarketing activities and providing information that can help prospective students confidently make an application and subsequently enroll to the University.

Key Duties and Responsibilities:

• Handle enquiries, resolve complaints, and provide pertinent information to internal stakeholders as and when necessary
• Keep up to date information and maintain a proper filling system on customer interactions, recording details of enquiries, complaints, or comments, as well as actions taken
• Record customer personal information accurately in the ANU customer relationship management (CRM) system. Maintain a database and records of all customer accounts
• Handling telephone complaints, settle disputes, resolve grievances and follow up on resolutions to safeguard the university’s corporate reputation
• Escalate unresolved customer grievances and or complaints to the Head of Department for further investigation
• Create a summary of enquiries, ensuring all customer details are documented. Liaise with social media officer, marketing officer, digital marketing officer and admissions office to consolidate the monthly enrollment funnel report
• Developing of tele-marketing strategies and delivering of scripted tele-marketing pitches to prospective students
• Answer telephone calls from potential students approached through advertising and promotions initiatives
• Contributes to the development of the university’s marketing communications campaigns
• Support marketing change plans and the implementation of change
• Reach out to potential students through telemarketing and present our program offerings to help meet departmental enrollment targets
• Generate quality student leads through telemarketing for the admissions team to assess prospective students’ academic standing and acceptance criteria to the university
• Submit weekly and monthly reports to the Head of Department that will include but not limited to customer complaints resolved, call center leads and telemarketing opportunities created, answering percentage (number of program inquiries answered/total number of tele-marketing calls made) among other KPIs

Academic and Professional Requirements:

• Bachelor’s degree in Business Administration, Marketing, Communication or Public Relations
• Minimum of three (3) years of relevant experience.
• Experience in marketing is preferable

Skills and Competencies:

• Active listening
• Interpersonal skills
• Communication skills
• Organizing and time management skills
• Team player
• Ability to write and present reports
• Ability to work well under pressure
• Detail oriented