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Customer Services Agent

3 months ago

Cape Town, South Africa SPARK Schools Full time

SPARK Schools is a social impact disruptor and is leading change in the education space through its network of affordable private schools. The SPARK Schools network provides transformational education innovation through Africa’s first blended learning model, which elevates student achievement and provides the tools teachers need to serve their students effectively. The blended learning model, which combines classroom teaching and online instruction, allows teachers to anticipate student needs and equips schools to provide personalized education at an affordable cost. SPARK Schools is pioneering this transformative education model to ensure the accessibility of university and careers for all.

SPARK Schools is a high growth, mission and values-driven entrepreneurial organisation, 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 with customers, existing parents, academic and school operations team members, this position will play an integral role in providing memorable and delightful customer experiences across all communication channels.

This Agent will act as a single point of contact for all internal and external stakeholders, including taking ownership of and resolving all their queries or challenges with a sense of urgency. In addition, the Customer Service Agent will be required to be accountable until a resolution is reached.

As a representative, the Customer Service Agent will need to supply information to potential customers about the product, follow up with current clients about satisfaction, and solicit new customers. Additionally, customer input is provided to developers and researchers to supply information for potential future product development.

**Requirements**:
**Responsibilities**:

- Actively engage all leads (Expressions of Interest) received within the required service levels to ensure the team achieves specified conversion ratios.
- Contact potential clients and sell SPARK products with focus on filling our Schools Network to 100% capacity.
- Answer inbound calls from customers, existing parents, academic staff and school operations staff with regards to all their queries and administrative requirements.
- Deal with and resolve all unsolicited queries and complaints pertaining to SPARK Schools and engage with different stakeholders to resolve these within the agreed Service level Agreements.
- Update information on the customer service system and other relevant platforms used in fulfilling the required tasks.
- Provide quality customer engagement and service for every request for relevant information and clearly communicate with customers, existing parents, academic staff and school operations staff.
- Provide differentiated services based on the needs of the customer, parent, academic staff and school operations staff.
- Be a strong brand ambassador who can deliver exceptional service to customers, parents, academic staff and school operations staff.
- Deliver memorable positive experiences for every prospective parent and stakeholder.
- Accurately and confidently handle all customer, parent, academic staff and school operations staff enquiries using effective communication, active listening and problem-solving skills.
- Be customer-focused and strive to convert first call resolution results.
- Pro-actively defuse problems or issues and provide feedback to the respective teams impacted or affected.
- Champion enhanced customer satisfaction levels, loyalty, advocacy and positive word of mouth.
- Evaluate the effectiveness of our customer service and suggest continuous process improvements and system enhancements to ensure customer satisfaction exceeds expected service levels and that sales targets are reached.
- Collaborate with school leaders and office managers to ensure that all information is transmitted to school sites as per the agreed policies and procedures.
- Participate in and drive own/personal professional development.
- Conduct self in a professional manner at all SPARK events and with all stakeholders.
- Promote the vision and mission of SPARK Schools to staff, scholars, families, and the greater community.
- Actively participate in School Open Days.
- Ad-hoc activities and tasks as agreed from time to time.

**Qualifications**:

- Matric (Essential).
- Customer Experience or Sales Certification/Training (Essential)
- Undergraduate Degree / Diploma (preferred)

**Experience**:

- At least 2 years demonstrable 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 tele sales and/or sales operational environment

**Skills and Mindset**:

- Focus first and foremost on students and thei