System & Customer Service Administrator

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

Job summary

A leading university in the UAE is seeking a System & Customer Service Administrator to enhance student recruitment efforts. The role involves managing CRM systems, supporting prospective students, and coordinating with various departments to optimize customer service. The ideal candidate should be proficient in English and Arabic, possess strong communication skills, and have relevant experience in CRM systems.

Qualifications

• 4 years of experience as a Customer Service Representative.
• Experience with a CRM system is a must.
• Proficient in English and Arabic (C1).

Responsibilities

• Act as first point of contact for prospective students.
• Monitor and manage CRM data accuracy.
• Support Admission Senior Manager with process flows.

Skills

Advanced IT skills

MS Office tools

Communication skills

Customer Service skills

Teamwork

Time Management

Negotiation & Sales Skills

Interpersonal Skills

Education

Bachelor’s Degree in IT

Professional Certificate in CRM

Tools

CRM System

Contact Centre software like Genesys

Job description

System & Customer Service Administrator

SECTION I: JOB PURPOSE

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

SECTION II: KEY RESPONSIBILITIES

Financial Support

Works as the Call Centre CRM System supporting all CRM users and activities in the call center and other departments which include but not limited to the following:

• Monitors, controls and manages the enrolment in CRM by verifying the accuracy of data and auditing the user’s effectiveness.

• Leads the testing, release and implementation of enhancements and updates to CRM

• Monitors the Marketing campaign and activity uploaded by marketing or admission recruiter from AD & AA Campus and make sure call center team

• are aware about it and working on it and ensures proper functioning of the system.

• Fulfils functional administrator roles by providing IT with all technical issue and business support needed for end users.

• Support the Admission Senior Manager to develop process flows and strategies improvement and with solutions in CRM.

• Works with vendor and/or external teams on need basis and perform required actions.

• Perform audits to ensure that all prospect students’ personal information updated accurate on the CRM.

• Resolves technical issues users may face by working on CRM with Vendor and IT.

• Working closely with OPS, Student Recruitment and Marketing to make sure the students’ status and data are managed as per protocol in CRM for enhancing enrolment effort.

• Generates reports for marketing, call centre, admission AD & AA as per request.

• Works on internal audit for CRM observations of accurate information,

• duplicate, marketing campaign, activate, task and interactions to ensure accuracy and reduce errors.

• Ensures that the CRM is operational and updated regularly with accurate information.

• Provides technical

• Delivers training to new CRM users and existing user on new module release or refresher courses.

• Lead the CRM audit for Call Center

• Assigns system interactions to users on a daily basis and ensures prompt and accurate replies to queries.

• Deals with any system problems of issues in coordination with the IT team or directly with the vendor.

• Provides additional CRM reports and findings to Manager as and when requested.

• Activates/disables users’ IDs of CRM

Student Recruitment & Customer Services

• Acts as the first interaction phase with prospect students & Current 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.

• 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 & prospect students through the toll free number and imparts excellent customer service as per ADU standards.

• 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.

• Helping admission and marketing by Develops awareness campaigns in coordination with Senior Manager and with the Call Centre.

SECTION III: KNOWLEDGE AND SKILLS

Minimum Educational Qualifications Required for the Role:

• Bachelor’s Degree in IT or Bachelor of Information Technology,

• Professional Certificate in CRM preferred

Minimum Years of Experience Required:

• 4 years’ experience as a CSR with experience in working with and handling CRM.

Nature of Relevant Experience Required:

• Experience with CRM system is a must.

Language Skills:

• English, Proficient User C1

• Arabic, Proficient User C1

Special Skills and Abilities:

Advanced IT skills and MS Office tools, Communications skills, Customer Service skills, Teamwork, Time Management skills, Negotiation & Sales Skills, Interpersonal Skills, Knowledge of using CRM and Contact Centre software like Genesys, Multi-tasking.

Candidate applications are to be submitted by 22nd July 2025. Only the shortlisted candidate will be contacted.