Student Services

Dixon Appointments Pty; Melbourne; On-site; AUD 80,000 - 94,000; Full time

Benefits offered by this job

On-site Hawthorn campus

Job summary

Dixon Appointments Pty is hiring for a customer-service oriented team at a leading Victorian university in Melbourne. You will join a high-volume Future Students enquiries team, handling phone, email, online enquiries and live chat to progress interest through to application and enrolment.

This full-time role includes a 2-week training period, six positions available, and shifts of 3 to 5 per week during peak periods. You will work to KPIs including activity, timeliness and accurate CRM records.

Qualifications

• Experience in a high-volume inbound call centre or student services is desirable.
• Strong communication with a customer-first approach.
• Attention to detail and accurate CRM record-keeping.
• Able to meet activity and KPI targets.

Responsibilities

• Deliver outstanding customer service across channels (phone, email, online enquiries, live chat)
• Respond to high-volume inbound calls from prospective student enquiries with clear advice
• Undertake outbound conversion calling and follow-up activities
• Maintain accurate CRM records and meet KPIs
• Work collaboratively across the team to ensure coverage and consistent processes

Skills

Customer service

Call center

Communication

CRM experience

Tools

CRM software

Job description

• Fully on-site (Hawthorn campus)
• Full-time availability required for 2-week training + peak period. Shifts 3 to 5 per week at other times
• 6 positions available
• $41.61 + Super p/hr

About the Role

We're seeking outgoing, customer-service focused professionals to join a high-volume Future Students enquiries team at a leading Victorian university.

You'll be responsible for handling prospective student enquiries across phone, email, online enquiries and live chat, along with outbound conversion calling, to help progress interest through to application and enrolment. The role carries defined KPIs across activity levels, timeliness, service quality and accurate record-keeping.

Key Responsibilities

• Deliver outstanding customer service across all channels (phone, email, online enquiries, live chat)
• Respond to high volume inbound calls from prospective student enquiries, providing clear advice and options
• Undertake outbound conversion calling and follow-up activity as directed
• Maintain accurate CRM records and meet role KPIs (activity volumes, speed to first response, quality standards)
• Work collaboratively across the team to ensure consistent processes and coverage

About You

• Previous experience in a high-volume inbound call centre environment and/or student services/customer enquiries
• Confident communicator with a professional, customer-first approach
• Strong attention to detail and able to maintain accurate records in a CRM
• Comfortable working to activity and service KPIs
• Able to work in a fast-paced environment with peak-period deadlines
• Collaborative team approach with strong follow-through and ethical conduct

Dixon Appointments values diversity and inclusion and is committed to providing a safe, inclusive and barrier-free recruitment experience. Please indicate your preferred method of communication in your application, and please let us know if you require any adjustments when dealing with us.