Customer Engagement Associate
Pan India- Remote
About the job
We are a rapidly growing people focused organisation with a fun, young, friendly and flexible culture. We need you to help us support our students, business partners and other stakeholders around the world. AECC Global is a leading player in the international student counselling and student placement. It is one of the world’s fastest growing education agencies groups in the world. Established in 2008 and headquartered in Melbourne, Australia, AECC Global has a positive global reputation for quality and ethical student counselling with:
• 700+ partner universities and colleges around the world (Australia, Canada, United Kingdom, United States)
• 500+ global workforce
• 39 offices in 14 countries
• 50,000+ students enrolled students since inception
In spite of the pandemic, AECC announced significant expansion plans during the course of 2021 – including the opening of 15 new offices, and the launch of a new course search platform along with other technology platforms. The latter represents the development of a new stream of business in digital recruitment, on the back of AECC’s earlier investment in a Digital Innovation Hub in Chennai, India, with some 70 team members. In the next 2-3 years our global team is going to double in size.
About the Role:
Our students and partners are our top priority – we go above and beyond to ensure we exceed their expectations. We thrive on delivering exceptional service and a positive end-to-end customer experience. We are looking for dedicated team members to join our Global Customer Service Team.
Job Description:
• This role requires you to support our students or partners via phone (Outbound & Inbound) or online emails/ live chat channels – your excellent written and verbal communication skills will see you successfully master this role
• Responsible for updating the CRM in a proper manner with the information captured from the students
• Respond to the student’s queries via (Chat/Phone & Email) based on the process knowledge and ensure the quality of the response remains intact.
• Keep enhancing the process knowledge by participating in training and development programs
• Carry out other duties as instructed by the Team Leader or Manager We are seeking applicants who won’t hesitate to pick up that phone to provide world class support.
Note- This position would be responsible to provide support to the students based out in USA/Canada, hence the works hours would be for night shift (6 PM – 2:30 AM) shift.
You will:
• Be comfortable handling outbound / Inbound calls
• A strong communicator on the phone
• Proactive, with a lot of energy and integrity
• Have prior communication/ customer support experience (This is preferred but not required)
• Should be open to the feedback
• Have knowledge of customer service principles and practices
• Be adaptable to change
• Research required information using available resources
• Be able to consider and prioritize support requests to ensure those most in need receive priority care and attention
• Have the ability to be focused, whilst managing a consistent volumes of enquiries
About You
You have a positive can-do attitude and are open to learning and working in a global team. You’re passionate about delivering exceptional customer service and take pride in your ability to close and achieve great outcomes for both parties.
You thrive in a fast-paced and cohesive team environment, but you also enjoy the autonomy in getting things done without compromising quality. As a true team player, you’re happy to help with other’s leads as when one succeeds – we all succeed!
You’re a clear communicator over the phone and via email, are self-motivated (no micromanagement will be occurring here), and highly organised!
