Customer Service Representative (Temporary) - SPARK Schools Support - Rosebank - 2023

Watch our Vision Video: https://www.youtube.com/watch?v=hOU0TYnNsZo Take a tour of our Website: https://sparkschools.co.za/ SPARK Schools is a social impact disruptor that is leading change in the education space through its network of affordable private schools. The SPARK Schools network provides transformative education innovation through Africa’s first blended learning model, which elevates student achievement and gives teachers the necessary tools to serve their students effectively. The blended learning model, combining classroom teaching and online instruction, aids teachers in anticipating student needs and enables schools to provide personalized education at an affordable cost. SPARK Schools is pioneering this transformative education model to ensure university and careers are accessible to all. SPARK Schools is a high growth, mission and values-driven entrepreneurial organization, operating 21 primary schools, 5 high schools, and serving over 15,500 families in 2024. We are looking for dynamic people to join our team. Reports To: Enrollment Manager Purpose of Role: The Customer Service Agent will play a key role in the day-to-day operations of the Customer Services Team. As the first point of contact for customers, existing parents, academic and school operations team members, this role is integral in providing memorable and delightful customer experiences across all communication channels. The agent will serve as a single point of contact for all internal and external stakeholders, taking ownership of, and resolving, all queries or challenges urgently. Also, the Customer Service Agent must be accountable until a resolution is achieved. As a representative, the Customer Service Agent will need to provide information to potential customers about the product, follow up with current clients about satisfaction, and solicit new customers. Also, customer input is provided to developers and researchers for potential future product development. The role will require proactively managing leads and converting prospects or opportunities to finalize their online application forms. The person in this role should continuously follow up with prospective parents to ensure quick turnaround times for application finalization and submission of all required documentation within Service Level Agreements. Requirements Responsibilities: Actively engage all leads (EOIs) within service levels to achieve the team's conversion targets. Contact potential clients and sell SPARK products with the aim of filling our Schools Network to 100% capacity. Answer inbound calls from customers, existing parents, academic staff, and school operations staff regarding all their queries and administrative requirements. Deal with and resolve all unsolicited queries and complaints about SPARK Schools. Collaborate with different stakeholders to resolve these within agreed Service Level Agreements. Update information on the customer service system and other relevant platforms. Provide quality customer engagement and service for every information request. Provide differentiated services based on the needs of the customer, parent, academic staff, and school operations staff. Effectively diagnose customer needs via phone, webchat, email, and other available channels. Collaborate with the Marketing Team to resolve service delivery issues promptly. Be a strong brand ambassador, delivering exceptional service to all stakeholders. Deliver memorable positive experiences for every prospective parent and stakeholder. Handle all inquiries confidently and accurately, using effective communication, active listening, and problem-solving skills. Serve as an expert on all enrollment and accounts-related processes. Focus on customer satisfaction and try to resolve issues in the first interaction. Proactively defuse problems and provide feedback to respective teams. Enhance customer satisfaction levels, loyalty, advocacy, and positive word-of-mouth. Evaluate customer service effectiveness, suggest continuous process improvements and system enhancements to exceed service levels and reach sales targets. Collaborate with school leaders and office managers to ensure that all information is transmitted to school sites as per agreed policies and procedures. Engage in professional development. Conduct yourself professionally at all SPARK events and with all stakeholders. Promote the vision and mission of SPARK Schools to staff, scholars, families, and the greater community. Participate actively in School Open Days. Perform ad-hoc activities and tasks as needed. Qualifications: The ideal candidate will possess the following qualifications: Matric (Essential). Customer Experience or Sales Certification/Training (Essential) Undergraduate Degree / Diploma (Preferred) Experience: At least 2 years of experience meeting and exceeding sales targets At least 2 years in a customer-centric contact center and/or customer-facing environment At least 2 years in a telesales and/or sales operational environment Skills and Mindset: Should be focused primarily on students and their families, displaying a positive “whatever it takes” attitude. Must be able to read and write English at a professional level. Typing proficiency is required. Bilingual - The ability to speak English and another South African language is an advantage. Knowledge of the internet is required. Must be able to use email. High levels of accountability and ownership needed to meet sales targets. Detail-oriented and completes tasks timely. Collaborate and operate with a team mindset, fostering positive team spirit. Show humility and appreciate respectful and constructive feedback. Seek to innovate, grow professionally, and share best practices. Multitask and demonstrate efficiency in time management and lead conversion. Gather data, compile information from multiple sources, and present findings clearly. Communicate effectively with diverse audiences. Must be self-motivated and able to work independently. Celebrate successes and engage in solutions-oriented thinking when facing a challenge. Enthusiasm and a willingness to work are essential. Must enjoy the challenge of making contact with customers. Show grit, a high level of excellence, aligns with our mission & vision, and displays a high level of self-reflection (GEMS) Benefits SPARK offers: fair market-linked remuneration performance-based annual bonuses and increases above average/good annual leave life, disability and funeral cover employee wellness support educational support & study leave individualized professional development, support and mentoring employee discount on school fees career growth opportunities Compensation: R11,000.00 ctc p/m Position type: Full time. SPARK schools is an equal opportunities employer. We prioritize candidates from designated groups, considering the company's employment equity goals and targets. Persons with disabilities are encouraged to apply. SPARK Schools may expire the posting of this advertisement at their discretion. If you haven't heard from us within two weeks of the closing date, consider your application unsuccessful.