Job Summary: The Customer Service Representative will act as the first interaction phase with prospect students and to connect ADU with external entities to achieve student recruitment target.
Key Duties and Responsibilities:
Acts as the first interaction phase with prospect students and to connect ADU with external entities to achieve student recruitment target.
Extracts contacts from Call Center database, performs phone calls to attract student to join ADU.
Receives call/queries through phone and emails from prospect students/their parents and inform them on available specializations, advises them on admission requirements, and guides them through completing the required documents until they submit their applications to the admission department.
Handles international student’s queries through phone and emails, provides information on admission requirements and visa procedures, and guides them through completing the required documents until they submit their applications to the admission department.
Updates database, obtains reports and statistics from the ERP on applied students to measure the performance of the Call Center.
Caters to all queries received from existing students through the toll free number and imparts excellent customer service as per ADU standards.
The jobholder also receives calls and emails from current students and parents on letters requests, grades queries, refunds, payment instalments etc., follows up with concerned departments and responds back to callers.
Receives complaints and suggestions through phone calls/emails to forward them to the concerned departments
Handles Operator calls overflow in absence of the Operator; attends phone calls, answers generic queries, screens and directs/transfer calls to the relevant college/department/employee.
Takes messages for unavailable employees and sends emails to the unavailable employee to inform them about the caller.
Support other ADU Units:
Conducts call surveys and outbound calls on behalf of the different departments to students as per the project requirements.
Assists other ADU departments with call campaigns such as Survey on Internship, Survey on Employer Feedback, Donor’s Relations, and Institutional Research Surveys.
Performs the necessary phone communications for major ADU events such as Graduation Ceremony, Educational Exhibitions, Student Recruitment Campaigns, VIP visits, and Alumni Homecoming Event.
Qualifications, Skills and Experience:
The applicant must hold a Bachelor’s degree
One year of related work experience
Experience in Customer Service or Call Centre
English, Proficient User C1
Arabic, Proficient User C1
Microsoft Office Skills, Excellent spoken & written Communication Skills, Negotiation & Sales Skills, Interpersonal Skills, Knowledge of using CRM and Contact Centre software like Genesys, Multi-tasking, Time management, Telephone etiquette
Abu Dhabi University is a university in the United Arab Emirates with campuses in Abu Dhabi, Al Ain and Dubai. It was established in 2003, after three years of planning by His Highness Sheikh Hamdan Bin Zayed Al Nahyan and other citizens of the United Arab Emirates. According to the University, its founders "envisioned an institution that would be among the best in the UAE, the Persian Gulf region and throughout the world.The largest private university in the United Arab Emirates, it offers undergraduate and postgraduate degrees based upon the American model of higher education.