Job Description

JOB PURPOSE

The Customer Service Executive is responsible to provide high-quality customer service for students, prospective students, guests, and visitors to Taylor\'s Lakeside Campus. He/ She will ensure all incoming visitors and calls are attended to promptly and in a hospitable manner. The goal is to ensure guests and visitors feel comfortable and valued while on our premises.

The Customer Service Executive is responsible to welcome, provide guidance and suggesting information about matters related to Taylor\'s University and Taylor\'s College. This ideal candidate should have a friendly and easy-going personality while being perceptive and disciplined.

KEY RESULT AREAS / RESPONSIBILITIES

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Customer Experience

• To ensure that excellent customer service is always provided to all stakeholders, may it be internal or external which includes the highest standards of prompt and convenient service in all aspects of work.
• To welcome and greet all incoming visitors with positive, pleasant, and warm attitude.
• To act as the floor manager of the recruitment counselling area and to ensure the prospect is handover to counsellor for counselling session with minimal waiting time.
• To provide refreshment offerings when visitors/ prospects are waiting (e.g. coffee, tea, water, cakes, chocolate, sweets and/ or cookies)
• To ensure all collaterals (e.g. prospects, fees, additional info) available for counselling are well stocked and of the latest updated info.
• To ensure timely responses to all request with regards to customer service support matters (e.g. booking of meeting venue). This will include communication via phone and/or email.
• To be prepared to answer questions and address complaints from visitors/ prospects on the phone or face-to-face when required.

Related Experience

At least one (1) to two (2) years of working experience, preferably in customer service and/ or hospitality related field.

Competencies (Knowledge, Skills and Abilities)

Profession Competencies

1. Strong customer service background and communication skills.

2. Customer service oriented.

3. Knowledge and skills in using computer software e.g. Microsoft office applications.

4. Knowledge on CRM system, especially Salesforce will be an added advantage.

5. Ability to work with minimal supervision.

6. Good command of English, Mandarin and/ or Bahasa Malaysia.

7. Good planning, organizing, coordinating, presentation and time management skills.

Behavioral Competencies

1. People oriented with warm and cheerful personality

2. Possess good interpersonal skills with ability to interact positively and courteously with customer and colleagues.

3. Mature team player

4. Professional appearance and good working attitude

5. Punctual, honest and reliable

6. Willing to work beyond normal working hours

The company reserves the rights to amend or include additional details towards your job description at any point of time in any form of communication.

Taylor\'s Education Group