• Application Deadline:
• Position: Customer Experience Advisor



• Job Type Full Time



• Qualification BA/BSc/HND



• Experience



• Location Abuja , Lagos




• Job Field Customer Care 
  
  

What you’ll be doing everyday:

Applicant Support & Advising

• Assist applicants with program inquiries and requirements


• Provide advisement to students on alternative program options that meet their interests and educational backgrounds


• Empathetically communicate application outcomes to our students, whether positive or negative


• Action deferral-related processes and inquiries


• Action refund-related processes and inquiries


• Assist students in meeting enrollment conditions and resolve uncertainties post-offer


• Perform Road Runner and Submission RPA (Robotic Process Automation) manual tasks when required


• Ensure accurate and timely processing of applications using relevant systems and workflows

Document & Eligibility Review

• Review student documents to ensure student eligibility for consideration across diverse educational backgrounds


• Review offer letters for student information consistency to ensure efficient application processing.

School & Partner Collaboration

• Work with our partnership schools and recruiters to resolve application issues and submit quality applications on behalf of our students


• Communicate with our partner school and assist students in meeting enrollment conditions and resolve any uncertainties.

Communication & Process Guidance

• Clearly communicate and outline all school requirements and deadlines to the student once the offer letter has been received.

Process Maintenance & Improvement

• Ensure application processes are regularly updated to ensure the precision of process details


• Collaborate with schools and internal teams to resolve application issues and continuously improve workflows.

Meeting Key Performance Metrics

• Ensure timely processing of applications, documents, and communications in alignment with established KPIs.


• Monitor personal performance to meet individual KPIs, including response time, accuracy, and customer satisfaction.

What you bring to the table:

• An associate's or Bachelor's degree is an asset.


• 1-3 years of customer service experience.


• Proficiency in proofreading/ editing text to ensure spelling and grammatical correctness


• Strong analytical abilities, detail-oriented, and a high level of accuracy


• Working knowledge of Google spreadsheets, Microsoft Word, and Gmail


• Adept in researching and problem-solving capabilities


• Someone who thrives in a collaborative, teamwork environment


• Aptitude for prioritizing tasks with an attention to detail to ensure information accuracy


• Ability to work in a flexible, fast-paced environment to meet multiple deadlines and adapt to new policies and procedures


• An ability to work cross-functionally to ensure application processing consistency and efficiency


• Exceptional problem-solving skills under ambiguous circumstances to ensure we provide the best outcome for our students while maintaining integrity with our partner relationships


• Excellent interpersonal skills and verbal and written communication skills.