Student Adviser Remote
Job description
About us
Our goal is to manage the questions and queries received via our helpdesk and with over 19000 students and many more prospective students; the Student Adviser will often be the first person they come into contact with. With strong customer facing skills and a passion for helping people you will work closely with your Formula Botanica colleagues to help students make the most of their time as Formula Botanica students..
(Monday to Friday 9am to 5pm, and occasional weekends required)
Duties and responsibilities will include:
● Maintain a high level of customer service while dealing with Helpdesk calls, emails, messages and social media comments
● Attract and retain prospective students by answering questions and providing suggestions that lead to a long term relationship
● Ensure that all student and prospective students contacts are dealt with in a pleasant confident manner, in line with agreed processes, taking ownership to ensure effective resolution
● Monitor job completion, chase resolution to ensure service levels are met
● Record information accurately and timely in the Zendesk Helpdesk system and CRM system - Keap (InfusionSoft), and any other systems required
● Drive a successful customer experience by assisting students and prospective students on acquiring the answers for their questions and resolution to any technical problems they might be experience on purchasing or following a course
● Develop an understanding of Moodle (our e-learning platform) to help existing students and new students at varied skill levels to access and follow their courses
● Liaise with students, the Formula Botanica Education Team and management to resolve queries and issues. Maintaining contact with students and colleagues to update job progress.
● To work as part of a team ensuring delivery of whole service and positively contributing towards achievement of service level, performance and deadlines
● Help students and potential students in our online forums in conjunction with or Community Co-ordinator
● Respond to customer requests within specific timescales in order to meet KPIs and SLAs
● Maintain detailed statistical information, providing and updating reports as required
● Report customer complaints and escalate issues when necessary to prevent potential issues
● Work collaboratively with teammates to solve customer issue as quickly and as effectively as possible.
● Take ownership on mini projects that cover a range of priorities within the Student Experience team. These could include, but not limited to, assisting the admission process, supporting student progress through courses or following our graduates as they launch their brands
● Attend events including in-person team meetings, our annual conference and other events we may hold and being an ambassador for Formula Botanica
About you
Our Student Experience Advisor will not be expected to be an expert organic cosmetic formulator but they will be a great networker and someone who can encourage and support the people in our global community.
However, they will need a diverse set of personal skills to excel in the role. A crucial aspect is willingness to grow as an individual and contribute to the team's development. They will be adept at multitasking, seamlessly handling tasks such as typing while speaking on the phone. As they’ll be working in a fast-paced environment and dealing with challenging issues, strong coping skills are essential.
Effective problem-solving skills are a must, encompassing decision-making abilities, efficient time management, and effective task prioritisation. Being action-oriented and self-disciplined will enable the Student Experience Advisor to take proactive steps to resolve issues promptly.
Additionally, conflict resolution, negotiation, and de-escalation skills are crucial for managing potentially tense situations with students. These personal skills are essential for thriving in this dynamic and rewarding role, ensuring exceptional support to our students and fostering a positive learning experience within our online school.
Communication skills:
This position requires a combination of strong communication and interpersonal skills, a proactive approach and excellent organisational skills.
● Friendly, confident telephone manner with the ability to handle sales onboarding conversations as well as the ability to present information in a clear and compelling manner.
● Excellent comprehension and problem solving mindset. The ability to listen, question and interpret information to understand requirements
● Excellent composition skills - ability to compose a grammatically correct, concise and accurate written response
● Excellent organisational skills - ability to plan, prioritise, give feedback and meet deadlines
● Be proactive and use own initiative to work independently
Customer focus:
● Excellent customer service skills, including maintaining focus on the customer issue in a fast-paced environment
● Highly service focused with a ”can do” attitude
● Ability to empathise with and prioritise customer needs
● Ability to captivate students during every service interaction
● Attitude of solving issues for the customers problem, not for own convenience
● Ability to determine customer needs and provide appropriate solutions
Computer knowledge skills:
● Tech proficient and comfortable using sales software, CRM systems, and other relevant tools to manage customer data, track sales activities, and generate reports.
● Confident using Microsoft Word, Excel, Powerpoint and E-mail
● High level of numeracy and literacy
● Demonstrate an ability to learn in various media such as but not limited to Keap (InfusionSoft), Zendesk, Moodle, Monday, Slack and various social media channels
Experience:
● Previous Helpdesk/Customer Service support would be useful, but training can be given in the role
● Previous experience in online learning would be beneficial
● A previous knowledge of the systems we use is a plus: Moodle, Keap (InfusionSoft), Zendesk and social media platforms. We will train you in our systems
To apply please send CV and a covering letter to [email protected]
Job Types: Full-time, Permanent
Salary: £20,000.00-£25,000.00 per year
Benefits:
- Company pension
- Employee discount
- Health & wellbeing programme
- Store discount
- Work from home
Schedule:
- Monday to Friday
- Weekend availability
Supplemental pay types:
- Bonus scheme
- Commission pay
- Performance bonus
- Tips
- Yearly bonus
Education:
- A-Level or equivalent (preferred)
Work Location: Remote
Application deadline: 30/09/2023
