Prospect Experience Specialist

Heriot-Watt University; Dubai; On-site; AED 180,000 - 300,000; Full time

Job summary

Heriot-Watt University Dubai Campus is seeking a Prospect Experience Assistant to join our MRAC team. You will handle first contact with prospective students and applicants, delivering a warm, informative experience across multi-channel inquiries.

You will support the enrolment process from initial contact to application, using CRM tools, ensuring timely responses and data integrity in a fast-paced environment.

Qualifications

• Excellent literacy and numeracy skills.
• Experience in multi-channel customer experience.
• Proficient with Excel, Word and Outlook.
• Strong interpersonal skills.
• Experience in face-to-face customer service events.
• Attention to detail and confidentiality.
• Ability to work flexibly and resolve problems.

Responsibilities

• Be the ambassador for the University to prospective students and stakeholders.
• Provide exceptional, customer-focused service and track engagements in the CRM.
• Upload high school data to the CRM and maintain data cleanliness.
• Manage general inquiries mailbox and forward queries appropriately.
• Monitor live chat transcripts for accuracy and route to the right team.
• Redirect calls to relevant teams and ensure inquiries are resolved.
• Maintain activity logs to track campaign patterns.
• Assist lead capture optimisation based on feedback.
• Engage via phone, email, in-person and social channels as required.
• Support PX projects and reporting as needed.

Skills

Multichannel experience

Interpersonal skills

Attention to detail

Communication skills

Flexibility

Education

Bachelor's degree or equivalent

Tools

Microsoft Excel

Microsoft Outlook

CRM systems

Job description

Heriot-Watt University Dubai Campus is seeking a Prospect Experience Assistant to join our MRAC team. You will handle first contact with prospective students and applicants, delivering a warm, informative experience across multi-channel inquiries.

You will support the enrolment process from initial contact to application, using CRM tools, ensuring timely responses and data integrity in a fast-paced environment.