Cga Student Experience Specialist

4 months ago

Auckland City, New Zealand Crimson Education Full time

As a truly borderless school, we provide academic solutions for students of all learning needs including those who have significant out of school athletic and arts commitments who desire flexible timetables without wanting to compromise on their teaching quality.

**This is a full-time remote position with openings **WORLDWIDE, but you must be able to cover 9am-6pm UK/SA time.**

**Role Summary**:
Your role will require a deep dive into all areas of our operations to become a fully-rounded support specialist. In addition to resolving queries, your interaction with clients will extend to occasional calls with families, reinforcing our commitment to personalized service. This full-time position, demanding 40 hours per week, is designed for an individual who is adept at time management and embraces the challenge of diverse responsibilities.

**Key Responsibilities**:

- **Proactive Client Interaction**: Foster robust relationships with students and parents through consistent high-quality service. This includes responding promptly to queries through various channels, including phone calls when necessary.
- **Administrative Excellence**: Support CGA’s Operations team with administrative tasks, simultaneously contributing to initiatives aimed at enhancing the efficiency and scalability of our support system.
- **Collaborative Communication**: Liaise closely with our academic, product, and sales teams to strategize and provide comprehensive solutions to student issues. Your role will also involve the proficient use and maintenance of our administrative and educational online systems.
- **Continuous Improvement**: Take an active role in projects and initiatives designed to optimize the student experience and support systems.

**Desired Outcomes**:

- **Service Above and Beyond**: Deliver unrivaled service to students and parents, aiming to enhance student outcomes, boost satisfaction, and prevent student drop-offs.
- **Prompt Response**: Prioritize timely communication by ensuring all customers receive a response within 90 minutes of raising a query.
- **Efficiency Enhancement**: Assist in improving our help center and other support/student experience facilities for a more streamlined user experience.

**Key Competencies**:

- **Autonomy**: Your ability to work independently, prioritize tasks effectively, and strategically problem-solve will be invaluable.
- **Tech-Savviness**: Adapt quickly to new learning and exhibit a robust understanding of technology and systems.
- **Outstanding Communication**: Demonstrate superior communication and organizational abilities to handle multiple workflows daily.
- **Team Collaboration**: Foster cooperation across different teams within the company and accept suggestions for improvements.
- **Resilience**: Prove your resilience with excellent time and stress management skills. Confidence, patience, empathy, and a positive attitude are essential.
- **Attention to Detail**: Display meticulous attention to detail in all tasks.
- **Flexibility**: Show a high degree of flexibility in this dynamic role.

**Working Hours**:
This full-time role requires a commitment of 40 hours per week.

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