Customer Care Coordinator

Career Tree; London; On-site; GBP 25,000 - 35,000; Full time

Job summary

An established industry player is seeking a skilled customer service coordinator to enhance after-sales service and ensure compliance with organizational policies. This role involves supporting advisors, overseeing student services, and acting as the primary contact between advisors and admissions departments. The ideal candidate will possess excellent communication and organizational skills, demonstrating initiative and a proactive approach to problem-solving. Join a dynamic team where your contributions will make a significant impact on the student experience and service delivery.

Qualifications

• Excellent communication and organizational skills are essential.
• Experience in a higher education admissions office is a plus.

Responsibilities

• Respond to calls and emails, maintaining service records.
• Assist in tracking student applications and confirming enrollments.
• Process applications and verify eligibility with documentation checks.

Skills

Excellent communication skills

Organizational skills

Multitasking

Problem-solving

Education

Bachelor's Degree

Tools

Zoho CRM

Job description

We are looking for an experienced customer service coordinator who will offer excellent after-sales service. You will support advisors by ensuring team compliance with organizational policies and procedures, and provide consistency in service delivery by offering outstanding customer service to candidates. You will oversee work with our student services team (consultants) and act as the primary point of contact between our IAG advisors and the admissions departments at partner universities.

To be successful as a customer service coordinator, you should possess excellent communication skills, demonstrate initiative, and be able to lead and promote the organization’s vision when a candidate is handed over by a consultant. The successful candidate will develop extensive product knowledge and handle customer objections if needed.

Key Responsibilities

1. Respond to phone calls and email requests, maintaining customer service records.
2. Create personal statements of a high standard for each referred candidate.
3. Assist in tracking the student application process, perform quality checks to ensure applications are ready for the next step, and confirm students are enrolled in their courses.
4. Process student applications, obtain references, and collaborate with the head of admissions to verify applicant eligibility, including documentation checks.
5. Accurately record interactions with customers and update account information to generate management reports.
6. Stay informed about company policies to address issues such as student finance rejections and admissions eligibility.
7. Answer customer questions regarding products and services.
8. Respond appropriately to customer issues and work efficiently to resolve them.
9. Determine students’ eligibility for courses, monitor payments, and maintain enrollment records.

Desired Criteria (Not Mandatory)

1. Experience working with Zoho CRM.
2. Knowledge of student finance.
3. Experience in a higher education admissions office.

Essential Criteria

1. Excellent organizational and multitasking skills, including working under strict timelines.
2. Ability to work under pressure.
3. Commitment to personal learning and development.
4. Proactive approach to work and problem-solving, with the ability to identify and address issues promptly.

Qualifications and Education Requirements

• Bachelor's Degree