October 24, 2024

Torrens University Australia

Adelaide

FULL TIME

Customer Service Agent

Additional Job Description

Who we are:
At Torrens University Australia, making a difference is in our DNA. As a Certified B Corporation, we belong to a global community of future-focused companies using business as a force for good. We believe in the transformative power of education to change lives, families, communities – and the world. That’s why we’re on a mission to increase access to higher education, so learners from all walks of life can chase their dreams.

Just like our students, our employees are a diverse group who want to make an impact. When you join us, we give you the freedom to be bold, creative and courageous – with flexible working arrangements that allow you to bring your best. We’ve built a culture that celebrates community, collaboration and innovation, where people love what they do.

What’s the job?
Reporting to the Senior Customer Service Agent, the Customer Service Agent is responsible for handling inbound student enquiries and providing high quality, efficient customer service and advice to students via phone, email and chat. The Customer Service Agent will perform a triage function for all student queries and provide a resolution for tier 1 general enquiries and tier 2 enquiries as knowledge deepens over time. This role is based in South Australia and offers flexible working options.

Day-to-day accountabilities:

Handle all inbound student queries via email, phone and chat
Outbound communication via email, phone and chat to resolve student queries and provide nationally coordinated communications
Provide exceptional levels of customer service to students through high quality, accurate and timely responses to student enquiries
Meet performance KPIs, participate in regular performance appraisals, be receptive to coaching and development and make improvements to performance where required
Manage and resolve customer issues, or escalate as required
Educate the student on alternative ways to seek information, e.g. self-service Student Hub, Student Portal
Record all student interactions in the Student Records Management System

This is a full-time role based in Adelaide.

Who you are

To be successful in this role you will have:

A minimum of 2 years’ experience in a contact centre or customer service role
Outstanding customer service skills, including strong interpersonal skills, a positive attitude and ability to relate to a diverse range of people
Exceptional customer listening skills with the ability to ask probing questions, understand concerns and overcome objections
Ability to operate effectively in a team, contributing positively to team operations and working relationships
Superior verbal and written communication skills, and the capacity to communicate clearly
Proficiency in the use of enterprise-wide records management systems

Why join us?
Bold, modern and agile, we’re Australia’s fastest-growing university, going from 164 students in 2014 to 40,000+ alumni across 115+ countries and 2000+ staff today. In 2020, Australian Financial Review named us one of the country’s most innovative companies. As we continue to establish ourselves as a truly global university, we never lose sight of our student-centric approach. Supported by teams of passionate people, you’ll find endless opportunities for professional development and career progression.

We are proud to be an equal opportunity employer and committed to creating an inclusive workplace. We do not discriminate on the basis of race, colour, religion, age, ethnicity, gender identity, sexual orientation, disability, or any other protected characteristic.

We encourage applications from Aboriginal and Torres Strait Islander peoples for all positions.

What we offer:
We support your personal passions, development and wellbeing, to make your working life a more rewarding experience. At Torrens University Australia , you’ll benefit from:

Study free in a course/degree related to your position
Flexible working conditions, allowing you to work remotely and from a campus near you
Access to internal opportunities - Be supported to learn, grow and move across the organisation

Hiring process

We aim to provide you with the necessary information you need at each stage of this process to put your best self forward. If you want to know more, or need assistance or accommodation during the recruiting phase, please contact your recruiter at sebastian.pabon@torrens.edu.au

To learn more about what makes Torrens University Australia a great place to work, visit

https://www.torrens.edu.au/blog

.

We’d love to hear from you.

Job reference: R25468

If you require a reasonable accommodation to complete our application process, please contact our Human Resources Department at

yourcareer@torrens.edu.au