Prospect Experience Coordinator

Heriot-Watt University; United Arab Emirates; On-site; AED 89,000 - 112,000; Full time

Job summary

Heriot-Watt University Dubai campus is seeking a Prospect Experience Assistant to support recruitment and admissions by handling enquiries, coordinating events, and delivering high-quality customer service to prospective students.

Reporting to the Regional CRM and Performance Reporting Manager, you will manage CRM data, respond to calls and emails, and assist with application processing across UG, PG and research degrees.

Qualifications

• Excellent literacy and numeracy skills or similar or equivalent experience.
• Experience of working within a similar environment as outlined above, specifically with a focus on multi-channel customer experience.
• Competent in the use of relevant IT packages including Microsoft Excel, Word and Outlook.
• Well-developed interpersonal skills,
• Experience in face-to-face customer service role, including participating in and organising in-house and external recruitment / sales events,
• Demonstrable professional and proactive approach,
• Evidence of excellent attention to detail,
• Appreciation of working with confidential information,
• Ability to work flexibly, quickly and accurately by taking account of new information or changes in circumstances and modifying the understanding of a problem or situation accordingly
• Experience of using initiative and creativity to resolve problems, that may be predictable but not routine, identifying practical and suitable solutions,
• Demonstrable provision of excellent customer service.

Responsibilities

• Act as an ambassador for the University to a wide range of stakeholders, notably prospective students, parents and working professionals
• Always provide an exceptional applicant experience and the delivery of a customer-focused service and experience to reduce response time and utilising the CRM system to track and analyse all engagements with HW prospective students
• Upload high school data to the CRM while maintaining cleanliness of data and meeting deadlines
• Ensure that the general inquiries mailbox is always up to date within an agreed time frame. This includes answering general inquiries and forwarding specific inquiries to the relevant team
• Monitor the live chat transcripts to ensure the information is accurate and forward to the relevant team where necessary
• Divert incoming calls to the relevant team and ensure the inquiry has been resolved
• Maintain a log of activities to track patterns against running campaigns
• Support optimisation of lead capture as part of the enquiries process and in line with feedback from prospective students,
• Operating across various communication channels: phone, e-mail, face-to-face at on-campus and occasionally external events, but equally providing customer service via in-bound social media channels, incl. participating in Live Chats with prospects and applicants and other virtual events as when organised by the University,
• Ensure that responses meet the enquirers needs and are responded to in a timely fashion and to provide information, relevant and advice to each prospective student,
• Provide support to the line managers when undertaking PX related projects and reports

Skills

Literacy & numeracy

Multi-channel customer experience

Interpersonal skills

Customer service excellence

Problem solving

Attention to detail

Confidential information handling

Flexibility

CRM systems

Enquiry management systems

Education

Educated to a degree level

Tools

Microsoft Excel

Microsoft Word

Outlook

Job description

Heriot-Watt University Dubai campus is seeking a Prospect Experience Assistant to support recruitment and admissions by handling enquiries, coordinating events, and delivering high-quality customer service to prospective students.

Reporting to the Regional CRM and Performance Reporting Manager, you will manage CRM data, respond to calls and emails, and assist with application processing across UG, PG and research degrees.