Job Summary
About OneStep Global
OneStep Global, a market entry firm specialized in the higher education sector. OneStep global helps global universities, colleges, government organizations to land and expand across Asia, through stake holder management and in country representation. OneStep global has been working with some very prestigious universities and colleges across the world. The solutions vary from market development, market entry and market presence.
About RMIT:
RMIT is a multi-sector university of technology, design and enterprise. The University’s mission is to help shape the world through research, innovation and engagement, and to create transformative experiences for students to prepare them for life and work. For more information on RMIT University follow the links below.
Our three main campuses in Melbourne are located in the heart of the City, Brunswick, Bundoora and Point Cook, along with other Victorian locations. There are also two campuses in Vietnam (Hanoi and Ho Chi Minh City) and a centre in Barcelona, Spain. RMIT is a truly global university. https://www.rmit.edu.au/about/our-locations-and-facilities.
We are also committed to redefining our relationship in working with, and supporting, Indigenous self-determination. Our goal is to achieve lasting transformation by maturing our values, culture, policy and structures in a way that embeds reconciliation in everything we do. We are changing our ways of knowing, working and being to support sustainable reconciliation and activate a relationship between Indigenous and non-Indigenous staff, students and community. Our three campuses in Melbourne (City, Brunswick and Bundoora campuses) are located on the unceded lands of the people of the Woi Wurrung and Boon Wurrung language groups of the eastern Kulin Nation.
The Role:
The Coordinator is a member of the Study@RMIT team and is responsible for leading, motivating and coaching a team of direct reports in the form of Prospective Student Officers to provide outstanding sales and customer service conversations through a variety of inbound and outbound channels including phone, Live chat, face to face and email. Additionally, the coordinator will lead the team to meet all productivity and quality targets across the Student Journey. The Coordinator is also responsible for preparing and presenting reports.
The Coordinator will also be involved in various projects, tasks and initiatives geared towards the continuous improvement of Study@RMIT’s service delivery as well as contributing to RMIT University’s overall recruitment and operational targets.
Reporting:
Reports to: Senior Prospective Student Coordinator Direct reports: 4-10.
Key responsibilities:
- Manage and lead a number staff member in the form of Prospective Student Officers, ensuring individual and team performance meets or exceeds agreed upon KPIs. Design and deliver on-going coaching and development of the team, whilst promoting an environment of continuous improvement.
- Management of day-to-day tasks related to direct reports such as leave requests, IT requests, performance management plans, development plans as well as BAU support for enquiry-based questions.
- Oversight and maintenance of an accurate CRM database (Salesforce), ensuring all inbound and outbound enquiries that enter the Study@RMIT ecosystem are captured effectively for future use by all CRM Users.
- Responsible for preparation of reports for management using Salesforce and other platforms. Reports may include channel reporting, SLAs, lead and opportunity reporting and customer insights and trends.
- Evaluate the RMIT customer experience and feedback to wider university community in order to identify opportunities for improvement.
- To assist in training of new staff and provide on the floor assistance to team.
- Assist with customer escalations as required and liaise with stakeholders to ensure an optimal customer experience.
- Reviews current practices and processes to identify opportunities for improvement of efficiency and effectiveness.
- Support direct manager and ensure operations for the team runs effectively.
- When required, provide qualitative marketing intelligence to senior management and internal stakeholders based on existing and prospective student feedback attained from enquiries and market trends. This information will assist in analysing product demand and consumer preferences and trends.
- Provide best in class customer service to existing and prospective partners when required.
- Benchmark performance against KPI’s both internally, within the sector and across comparative functions across other industries to measure performance, monitor what good looks like and continuously improve capabilities.
- Assist and contribute when required across other audiences and activities within the RMIT Experience portfolio to support the broader team in reaching targets.
Person Specification:
- Fluent in English languages is essential.
- Experience with managing contact centre staff
- Demonstrated experience in enquiry management
- Demonstrated experience working with international students or within a university environment highly regarded.
- Experience with CRM for capturing lead and record data based on conversation with prospective students.
- Strong organisational skills and attention to detail, including the capacity to manage time effectively
- Excellent communication skills, including skills in persuasion, information exchange and relationship management.
- Ability to use multiple systems simultaneously and work well under pressure whilst meeting KPI’s.
- Demonstrated ability to show initiative and flexibility, a willingness to take on new challenges, work with minimal supervision, and organise workload to ensure timely completion of tasks.
Skills:
- Experience using Salesforce (CRM) and StudyLink (or similar application systems)
- Excellent communication skills both verbal and written
- Conflict and performance management skills.
- Well-developed skills in handling large amounts of detailed information and in working with complex criteria-based systems and procedures.
- Influencing skills
- Customer focused individual who has empathy for those they deal with and a polite and friendly manner
Availability and start date:
Immediate, however any notice period for the right candidate will be honored.
NOTE:
- Able to work occasional ‘out-of-hours’ and weekends at peak times.
- Willingness to travel when required within India and potentially to other countries (a valid passport being the expectation).
Education:
Postgraduate qualifications and extensive relevant experience; or an equivalent combination of qualifications.
Location:
New Delhi.
Note:
OneStep Global is an equal opportunities employer and is committed to the employment policies, procedures and practices which do not discriminate on grounds such as gender, marital status, family status, age, disability, race, religious belief, sexual orientation.
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