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Customer Service Advisor
England, West Midlands, Coventry - £19,300 - £20,300 per annum

Posted: 18/11/21

Thefutureworks are currently looking for friendly Customer Service Advisors to work at Coventry University - where the student experience is at the heart of everything that we do. You will be taking calls from students with various queries and full training will be provided.

Core Duties and Responsibilities
o Offer a welcoming and reassuring voice across all communications channels, for inbound enquiries and outbound engagement with both current and future students.

o Responsible for achieving individual targets at key steps within the customer journey including engagement, retention, progression and for targets related to customer satisfaction.

o Have up-to-date product knowledge of the university's courses, processes and relevant services across all campuses, taking responsibility to find out when information is incomplete or has changed.

o Engage effectively, tailoring your response and approach via telephone, face to face, live chat, e-mail, instant messaging, SMS, social media and other channels.

o Attend prospect and on-course events across the University Group to build product knowledge.

o Ensure all information held is accurate and up-to-date by undertaking administrative tasks related to the role including creation and maintenance of CRM records, adding customer notes, logging interactions and following up as required.

Job Details:
£19,300 per annum (+ upto 10% discretionary bonus)
5 days out of 7, 8am - 10pm , weekends are around 1 in 6 and this will be only the sat or the sun, shifts are organised on an annual basis

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