Customer Service Representative

International Language Institute - International House (ILI) is hiring Customer Service Representative.

Main Duties:

• Handle placement tests, students’ registrations and enrollments on the management system.
• Taking students’ cash and credit cards payments and issuing invoices.
• Respond to students’ and agents inquiries and bookings via email within 24 working hours.
• Handle and resolve students’ complaints.
• Maintain students’ database.
• Provide appropriate solutions and alternatives within the time limits.
• Follow up to ensure resolution.
• Obtain and evaluate all relevant information to handle product and service inquiries.
• Giving prompt, clear and accurate information about courses (face-to-face, via email and/or by phone).
• Listen attentively to students’ requests and inquiries.
• Follow communicated procedures, guidelines and policies..
• Helping students with visa issues, accommodation, inquiries, and general assistance.
• Direct requests and unresolved issues to the designated resource.
• Keep records of customer interactions and transactions
• Record details of inquiries, comments and complaints and details of actions taken.
• Prepare and distribute customer survey reports.
• Follow up on customer interactions.
• Handle inbound and outbound calls.
• Helping students with visa letters, making calls and general routine office-type work.
• Helping to keep noticeboard information in ILI reception, café and classrooms up-to-date.
• Helping to keep website updated with current product information.
• Making sure that information displayed on all ILI notice boards and front Desk screen is accurate, current and relevant.
• Being able to talk to students about social activities, or put them in touch with our specialist activity leaders.
• Supporting educational, Finance, and marketing department with reports, students’ data, history and payment information.