Customer Service Representative (On Site - Abu Dhabi Campus /Part Time)

Abu Dhabi University; Abu Dhabi; On-site; AED 60,000 - 120,000; Part time

Job summary

An educational institution in Abu Dhabi seeks a Customer Service Representative (Part-Time) to enhance student recruitment and provide exceptional service to current students. The ideal candidate will hold a Bachelor's degree and possess 0-2 years of customer service experience, with proficiency in English and Arabic. This role involves engaging with prospective students over the phone and email, assisting them through the application process, and managing queries from current students effectively.

Qualifications

• Bachelor’s degree required.
• 0-2 years of experience in Customer Service or Call Centre.
• Proficient in English and Arabic.

Responsibilities

• Assist prospective students with queries and applications.
• Provide excellent customer service to current students.
• Conduct surveys and assist with call campaigns for ADU events.

Skills

English communication

Arabic communication

Customer service experience

Microsoft Office skills

Negotiation skills

Interpersonal skills

Education

Bachelor’s degree

Tools

CRM software (Genesys)

Job description

Customer Service Representative (Part Time)

SECTION I: JOB PURPOSE

The purpose of this position is to act as the first interaction phase with prospect students and to connect ADU with external entities to achieve student recruitment target.

SECTION II: KEY RESPONSIBILITIES (up to eight)

Student Recruitment

• 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 students to join ADU.
• Receives calls/queries through phone and emails from prospect students/their parents and informs 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.

Customer Services

• Caters to all queries received from existing students through the toll free number and imparts excellent customer service as per ADU standards.
• Receives calls and emails from current students and parents on letter 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/transfers 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.

SECTION III: KNOWLEDGE AND SKILLS

Minimum Educational Qualifications Required for the Role: Bachelor’s degree

Minimum Years of Experience Required: 0-2 year of experience

Nature of Relevant Experience Required: Experience in Customer Service or Call Centre

Language - Skills: English is a must; Arabic is required

Special Skills and Abilities:

• 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

Deadline for Applications to be submitted by 22nd July 2025. Only shortlisted candidates will be contacted.