Customer Service Representative

The Customer Service Representative (CSR) will be the primary point of contact for students, prospective clients, and external partners, offering support and guidance related to IT training programs and services. The CSR will provide excellent customer service, handle inquiries, resolve issues, assist with registrations, and ensure a smooth communication flow between students and the training institute.

Key Responsibilities:

Student Inquiries and Assistance:

• Respond to student and prospective student inquiries via phone, email, and in person.
• Provide accurate information about courses, certifications, schedules, and fees.
• Assist in guiding potential students through the enrollment process, including course selection, registration, and payment.

Course Registration and Scheduling:

• Manage the registration process for new and returning students.
• Assist students in selecting appropriate training programs based on their needs and skills.
• Coordinate with the training department to ensure availability of trainers, classrooms, and materials.
• Help students with scheduling concerns or changes, such as rescheduling classes or modifying enrollment.

Customer Support and Issue Resolution:

• Address and resolve customer complaints and concerns in a timely, professional manner.
• Escalate issues that cannot be resolved at the CSR level to appropriate management.
• Follow up on customer complaints to ensure full resolution and satisfaction.

Administrative Support:

• Maintain accurate student records, enrollment forms, and payment information.
• Assist in maintaining the training institute’s database of course offerings, schedules, and student feedback.
• Handle incoming and outgoing correspondence related to student inquiries and training operations.
• Process student payments and maintain proper records for financial transactions.

Sales and Promotion:

• Promote the institute’s services, including special offers and upcoming courses to prospective students.
• Assist with maintaining and updating marketing materials, websites, and social media channels.
• Engage in promotional activities to attract new students and retain existing ones.

Collaboration with Internal Teams:

• Work closely with the training and administration teams to ensure that courses are running smoothly.
• Communicate feedback from students to the management team to improve training offerings and services.
• Collaborate with the finance department to resolve billing or payment-related issues.

Reporting and Documentation:

• Maintain accurate logs of customer interactions and support issues.
• Generate reports on student inquiries, registrations, complaints, and resolutions.
• Assist in generating satisfaction surveys and analyzing feedback to improve service quality.

Required Skills and Qualifications:

• Educational Background: High school diploma or equivalent. A degree in business administration, communications, or IT-related fields is preferred.
• Experience: Prior experience in customer service or administrative roles, preferably in an educational or IT setting.
• Technical Skills: Basic knowledge of IT training programs and certifications (knowledge of software, coding, or networking courses is a plus). Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint).
• Communication Skills: Excellent verbal and written communication skills. Ability to communicate complex technical information in a simple and understandable way.
• Problem-solving Abilities: Strong analytical and troubleshooting skills, with the ability to resolve customer issues effectively.
• Multitasking Abilities: Ability to handle multiple tasks efficiently while maintaining attention to detail.
• Customer-focused Attitude: Strong commitment to delivering a positive customer experience.

Desirable Skills:

• Experience with customer relationship management (CRM) software or similar tools.
• Basic understanding of IT industry trends and emerging technologies.
• Bilingual abilities (optional, depending on the geographic location and clientele).

Working Conditions:

• Full-time, office-based position with occasional flexibility required for evening or weekend events (e.g., orientations, workshops).
• Work in a collaborative and dynamic environment, interacting with students, faculty, and administrative teams.

Performance Metrics:

• Timeliness and accuracy of responding to customer inquiries.
• Student satisfaction ratings and feedback.
• Successful course enrollment and retention rates.
• Resolution of customer complaints and issues.