Customer Service and Administration Agent (RPL Education Facilitation)
This is a blended customer service and administrative role in the RPL Educational space, working to facilitate customer applications after-sale.
Summary about this job
Customer Service - Call Centre
Company: Skills Group Australia
Location: Sydney
Work type: Full Time
Salary: $50,000 - $54,999 base plus commission
Phone: +61-7-2198-8365
Fax: +61-7-6558-3051
E-mail: n\a
Site: n\a
Detail information about job Customer Service and Administration Agent (RPL Education Facilitation). Terms and conditions vacancy
About the role:
Our client; Skills Certified Australia, is working tirelessly to assist the millions of people nationwide that have experience, skills and knowledge but no formal recognition. We are proud to work with these individuals to turn their existing skills into nationally recognised qualifications, without the need for further study. This is what's called "Recognition of Prior Learning" (RPL).
As a customer service and facilitation agent, you will be responsible for facilitating client's applications after they have applied for a qualification - after sales fulfillment. You will be expected to deliver a bespoke customer service experience ensuring that the unique needs of each individual are met throughout the fulfillment of the customers application.
We are looking for 2-4 individuals for an IMMEDIATE START for this campaign.
Duties:
You will be expected to meet all expectations around productivity and performance with above industry average on target earnings.
As a facilitation agent you will have the following responsiblities:
- Following up customers after they have applied to retrieve the relevant documents needed for their qualification
- Consolidating and reviewing customers files to ensure they have all the necessary documentation
- Liaise with customers over the phone and via email to keep them informed on the progress of their application
- Answering any customer questions or concerns regarding the RPL process and their application
- Prepare RPL’s, tracking sheets and update information for application progress on Skills Certified’s database.
- Assisting with final accounts for applications that have paid deposits to commence process and are ready for submission.
- Submit applications to Skills Certified’s partnered registered training organisations (RTO’s) for assessment
- Sending out certificates to customers upon completion of their applications
- KPI’s for submitted applications each month, customer reviews and revenue into the business
- Ensure an extremely high quality customer experience from beginning to end of all applications.
RPL is a specialist industry, as a facilitation agent you will need to dedicate time learning the product and immerse yourself in the training allowing you to have quality customer service interactions with customers through the process of their application.
Skills and Experience:
We are looking for highly motivated people ready to put in the effort for great rewards. We want people that are looking to grow and develop with a company that fosters a rewarding and positive culture among staff. The following experience is desired but not essential:
- Education based experience
- RPL experience
- Case management experience
- Customer service experience
- Administration experience