THE LAN-GROVE OFFICE TRAINING CENTRE PTY LTD Would you like to join our dynamic student services team? About us The Lan-Grove Office Training Centre Pty Ltd trading as The Sydney Business and Travel Academy, SBTA Culinary Institute, SBTA Community Care (SBTA) and The Sydney English Language Academy (SELA) is a Registered Training Organisation registered with the Australian Skills Quality Authority (RTO ID 90412) and a CRICOS Provider (CRICOS Code: 00181A) delivering nationally recognised courses in Australia. Since opening our doors in 1985 we have evolved into one of Sydney’s largest, most successful training providers, welcoming thousands of international students every year. We are looking at expanding our current team and are seeking an experienced Marketing Coordinator. ABOUT THE ROLE The Customer Service Manager in SBTA college plays a crucial role in ensuring the satisfaction and success of international students. Key responsibilities include managing a team of customer service representatives, overseeing student inquiries and complaints, and resolving any issues that may arise. The Customer Service Manager is also responsible for ensuring that students have a positive experience at the Academy, from initial inquiry to graduation. This role requires strong communication skills, leadership abilities, and a deep understanding of customer service best practices. Overall, the Customer Service Manager plays a vital role in maintaining the Academy’s reputation and fostering a supportive and welcoming environment for international student YOUR RESPONSIBILITIES INCLUDE Supervising and managing a team of customer service representatives, providing guidance, training, and support as needed. Managing student inquiries within the team and providing accurate and timely information about college programs, admission requirements, and other relevant information. Resolving for the team student complaints and concerns in a professional and efficient manner, ensuring prompt resolution and satisfactory outcomes. Developing and implementing policies and procedures to improve the overall customer service experience for international students. Collaborating with other departments, such as admissions and academic services, to ensure a seamless and positive experience for students throughout their academic journey. Monitoring and analyzing customer service metrics, such as satisfaction ratings and response times, to identify areas for improvement and implement strategies for enhancement. Conducting staff evaluations and performance reviews, providing feedback and coaching to encourage professional growth and development. Collaborating with international partners and stakeholders to enhance the overall student experience and promote the college's reputation globally. Participating in recruitment events and fairs to engage with prospective international students and promote the college's offerings and services. Staying updated on industry trends and best practices in customer service management to ensure the college remains competitive and responsive to the needs of international students. Essential Criteria A strong customer focus and ability to consult and liaise with stakeholders in a cross-cultural environment. At least 2 years’ experience in a customer service role with managerial background Must have strong compassion for students from a diverse background and culture Ability to accept responsibility. High motivation and a sound work ethic Be well organised and be able to work to deadlines Be able to resolve conflict effectively High level of computer competency and experience Have a strong command of written and spoken English Be a team player with having the ability to work independently Strong interpersonal skills, punctuality and professional grooming. If this sounds like you and you would like to become a part of the SBTA and SELA family, then please email your resume to infosbta.com.au. SBTA/SELA is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws. About Company The Lan-Grove Office Training Centre Pty Ltd trading as The Sydney Business and Travel Academy, SBTA Culinary Institute, SBTA Community Care (SBTA) and The Sydney English Language Academy (SELA) is a Registered Training Organisation registered with the Australian Skills Quality Authority (RTO ID 90412) and a CRICOS Provider (CRICOS Code: 00181A) delivering nationally recognised courses in Australia. Since opening our doors in 1985 we have evolved into one of Sydney’s largest, most successful training providers, welcoming thousands of international students every year. Disclaimer: This job is posted through WorkinAUS platform. Salary: $70000-75000 Job Publish: 30-04-2024 Job Expire: 30-05-2024