Customer Service Experience

1 week ago

Malaysia Cyberjaya Education Group Berhad Full time


Role Overview

The Executive – Customer Service Experience plays a crucial role in delivering exceptional support to both local and international prospective and current students, parents, and key stakeholders. This position ensures a seamless and positive student experience throughout their academic journey at the University of Cyberjaya. The incumbent will serve as the primary point of contact for student inquiries, provide comprehensive guidance on university policies and services, and foster strong relationships to uphold the university's commitment to excellence. Additionally, the role involves assisting the Student Recruitment Department with daily operations, managing complaints, and facilitating the resolution of cross-departmental issues.

Key Responsibilities

1. Student Engagement & Support

    • Provide timely, professional, and courteous responses to student inquiries via multiple communication channels, including phone, email, and face-to-face interactions.
    • Offer accurate guidance on university programs, admission requirements, student support services, and institutional policies.
    • Proactively assist local and international students in resolving academic, administrative, and financial concerns by liaising with relevant departments.
    • Facilitate a seamless student experience from initial inquiry to enrollment and beyond.

2. Customer Relationship Management

    • Cultivate and maintain positive relationships with both local and international students to enhance their overall satisfaction and university experience.
    • Serve as an intermediary between students and university departments, ensuring concerns are addressed efficiently.
    • Gather and analyze student feedback, implementing strategies to enhance service quality and responsiveness.

3. Administrative & Data Management

    • Maintain accurate and up-to-date student records within university databases and CRM systems.
    • Perform meticulous data entry related to student inquiries, concerns, and feedback.
    • Prepare comprehensive reports and documentation for internal use and management review.

4. Communication & Coordination

    • Handle inbound and outbound communications, including calls, emails, and live chat support.
    • Provide multilingual support in English and Mandarin (written and spoken).
    • Collaborate with internal departments to ensure prompt and effective issue resolution for both local and international students.

5. Multitasking & Problem-Solving

    • Manage multiple responsibilities effectively while maintaining high service standards.
    • Demonstrate strong problem-solving skills in addressing and resolving student complaints.
    • Assist in handling complex cases involving coordination between various departments.
    • Adapt to changing priorities and high-demand periods, including availability for weekend shifts during peak seasons.

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