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Customer Service Officer Fairfield Full-time, Fixed Term until 22 December 2017 Navitas is a diversified global education provider that offers an extensive range of educational services for students and professionals including university programs, English language training and settlement services, creative media education, workforce education and student recruitment. English and Foundation Skills (EFS) provides the Adult Migrant English Program (AMEP) and the Skills for Education and Employment (SEE) program for the Department of Education and Training, and the Humanitarian Settlement Services (HSS) for the Department of Social Services. We are committed to working with Federal and State Governments, education providers, communities, employers and industry groups to provide the language, literacy and numeracy skills that meet the settlement, study and employment goals of our clients. Navitas is listed on the Australian Securities Exchange (ASX) in 2004, and is now an S&P/ASX Top 200 company, employing over 5,500 people globally.
The Customer Service Officer is responsible for the provision of high-quality frontline customer service and administrative duties. The role requires a dedicated client focus to enhance the client experience and deal with any phone and face-to-face enquiries. Objectives Provision of excellent customer service Support for clients seeking information and advice Effective communication and workflow between customer service, operational and academic teams Accurate records and client information. Essential skills and experience Demonstrated face-to-face, phone and email customer service experience Demonstrated high level of interpersonal, written and verbal communication skills Good administrative skills and attention to detail Ability to remain calm under pressure Ability to multi-task and prioritise Ability to use learner management and information systems such as VETtrak Demonstrated awareness of a range of cultural perspectives and sensitive approaches relevant to our clients Experience in working as part of a team. Desirable criteria Knowledge of programs and contracts Bi-lingual skills Previous experience in the education industry Prior use of government program client databases. What we offer An attractive remuneration package will be negotiated with the successful candidate. The Navitas Group offers outstanding long-term career opportunities within Australia and abroad, and is values driven and an equal opportunity employer. Enquiries and applications, including resume and a brief written application addressing the above selection criteria, should be sent to Peter Norton, Site Manager on
[email protected] Applications close 29th September 2017. Successful applicants require working rights in Australia and will be subject to relevant pre-employment checks, which may include a National Police Check and/or a Working with Children Check. Navitas strives to be a workplace that promotes diversity, flexibility and equal employment. As such, we invite experienced candidates of all ages, people with a disability and Indigenous Australians to apply.
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Position Description Customer Service Officer Division:
Careers and Industry
Business Unit: English and Foundation Skills Reports To:
Operations Team Leader
Responsible For:
Provision of high-quality customer service and administration
Salary
Navitas English NSW Enterprise Agreement General Employee Salary Level 2
Overview and Objectives of the Position The Customer Service Officer is responsible for the provision of high-quality frontline customer service and administrative duties. The role requires a dedicated client focus to enhance the client experience and deal with any phone and face-to-face enquiries. Objectives
Provision of excellent customer service Support for clients seeking information and advice Effective communication and workflow between customer service, operational and academic teams Accurate records and client information.
Key Relationships
Site Manager Operations and Academic Team Leaders Operations and academic staff External stakeholders
Key Result Areas (Areas of Accountability and Responsibility) Client/Relationship Management Ensures the provision of excellent customer service by:
promptly and courteously responding to day-to-day frontline, phone and email enquiries understanding this integral role to shaping the clients’ first impression of Navitas and EFS and actively promoting and marketing EFS programs, services and expertise to current and prospective clients dealing with or escalating client feedback and complaints, as appropriate assisting clients with program, site, settlement and employment information and other nonacademic issues assisting with the promotion of site events e.g. fundraising, morning teas, graduation, open days, as directed assisting with general public relations e.g. showing clients and stakeholders around the site, where required providing data to and liaising with the Central Administration Team to ensure client information is available and client needs are met day-to-day liaison and communication with clients, and other stakeholders utilising a range of authorised communication channels, including official social media sites, in accordance with company policy providing excellent customer service to external stakeholders.
Administrative Services Supports service delivery to clients by:
assisting with client registration, enrolment and orientation, booking assessments and interviews for clients carrying out data entry and providing appropriate documentation to key stakeholders providing assistance with day-to-day IT troubleshooting issues preparing relevant files and documentation e.g. for Pre-Training Assessments issuing client documents including attendance letters, translations etc in conjunction with relevant staff, providing non-academic advice on all programs, including program attendance requirements invoicing and receipting of fee-paying client fees ensuring reception area and student areas are clean, tidy and welcoming.
Reporting Ensures the accuracy of client information and records by:
ensuring client records and personal information are stored securely according to Navitas English privacy policy ensuring privacy regulations are implemented co-operating with other Navitas English staff and external agencies in a way which ensures Navitas English complies with privacy regulations.
Professional Development Ensures effective staff performance by:
ensuring customer service skills and program knowledge are kept up to date attending and contributing to site staff meetings to ensure clients’ interests continue to be addressed contributing to the continued improvement of frontline service delivery by offering improvement suggestions and solutions.
Other
Performing other administrative and reception duties, as required Seeking continuous improvement in delivery of programs and services, and implementing and modelling high standards of work performance Liaising with and actively promoting Navitas English’s programs, services and expertise in Professional forums, and to organisation and clients Participating in and contributing to professional development programs, and Ensuring legislative compliance for the health and safety of staff and students at Navitas English.
Selection Criteria (Qualifications, Skills and Experience) Essential: Demonstrated face-to-face, phone and email customer service experience Demonstrated high level of interpersonal, written and verbal communication skills Good administrative skills and attention to detail Ability to remain calm under pressure Ability to multi-task and prioritise Ability to use learner management and information systems such as VETtrak Demonstrated awareness of a range of cultural perspectives and sensitive approaches relevant to our clients Experience in working as part of a team. Desirable:
Knowledge of programs and contracts Bi-lingual skills Previous experience in the education industry Prior use of government program client databases.
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