Customer Care Advisor B2B/B2C in West Kensington, London, United Kingdom

Fixed 6 month contract The Company Kaplan International English (<web address removed>), a division of Kaplan Inc. (a subsidiary of Graham Holdings Company), is an exciting company in the world of international education. With 44 English language schools in the UK, Ireland, USA, Canada, Australia and New Zealand, we are a leading provider of English language courses and other study abroad programmes for students from more than 100 countries around the world. The Department/location Kensington Village Kaplan International Head Quarters The role The key purpose of the role: • Support the B2B and B2C Sales Team to achieve target by managing all related administrative tasks and customer contact to complete the booking process • Provide Direct Students and Agents with an excellent experience of Kaplan International by contributing to a team that will build a reputation as a leader in its field • Meet and exceed KPIs, individual, team and department; as set by your manager Main responsibilities and functions There are three key areas of responsibility: • To support the B2B and B2C Sales Teams to achieve target: o Providing all levels of required administrative support o Preparing all related student documents o Liaising with all relevant persons to ensure Students have been booked correctly • To deliver outstanding customer service through: o Building rapport and maintaining a strong relationship with Students and Agents o Responding promptly to Student and Agent enquiries o Handling and resolving complaints and escalating issues to the relevant Line Manager o Providing Customer Service post booking, pre-arrival and post-arrival o Demonstrating an excellent knowledge of the Kaplan International products •To meet Customer Care KPIs through: o Cancellation & Postponement Management; follow through reasons for cancellations, chase unconfirmed bookings and give special attention to long term customers arrivals and email reminders. o Follow KIC Directs & Agent Customer Care policy manuals and procedures to ensure consistency and data accuracy. Customer Service excellence will be measured through CSAT Survey, Customer Feedback and Quality Monitoring • To complete the required administration on Kaplan Systems to record the sale through: o A proficient knowledge of Kaplan operating systems o Accurate data entry o Competent computer skills. Desirable skills/attributes Skills • Experience working in an office admin or Customer Service role • Excellent interpersonal and communication skills • Competent computer skills • Good organisational skills • Ability to work independently and as a team • Attention to detail and accuracy Attributes • Quick learner; quick to pick up and apply knowledge • Resilient; can quickly bounce back from setbacks, keeps positive and maintains focus on the end goal • Efficient and organised • Flexible approach to working, including shift work Customer Care • Customer driven • Builds rapport quickly; friendly and professional telephone manner • Provides solutions based on identification and understanding of customer needs • Right first time; provides the right solution at first point of contact • Takes ownership and accountability through to resolution Culture • Contributes to a success culture within the team that is recognised in the industry as leading the way in customer service excellence • Actively puts forward ideas and recommendations to continuously improve the customer experience or business performance • Passionate about Kaplan international products • Displays a positive, can-do attitude Application method Please apply via our online application form with your CV and covering letter highlighting why you believe you are suitable for this role, ensuring to answer all questions correctly. Closing date: Friday, 20th June, 2014

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