Job Description

JOB PURPOSE The Senior Customer Service Assistant plays a pivotal role in enhancing the overall experience for students, guests, and visitors to the University/College by providing exceptional customer service and administrative support. He/She will ensure all incoming visitors and calls are attended to promptly and in a hospitable manner. He/She will assist individuals with inquiries, resolve issues, and ensure their needs are met in a timely and professional manner. The goal is to ensure guests and visitors feel comfortable and valued while on our premises. The ideal candidate should possess a friendly and easy-going personality while also demonstrating perceptiveness and discipline. KEY RESULT AREAS / RESPONSIBILIES WOW CUSTOMER EXPERIENCE Ensuring consistent provision of excellent customer service to all stakeholders, internal and external, maintaining the highest standards of prompt and convenient service across all aspects of operations Extending a warm welcome and positive greeting to all incoming visitors. Acting as the floor manager of the recruitment counseling area, ensuring seamless handover of prospects to counselors for counseling sessions with minimal waiting time. Ensuring timely responses to all requests related to customer service support matters, such as booking meeting venues, through effective communication via phone and/or email. Address and resolve a wide range of inquiries and concerns, escalating complex issues to appropriate departments or personnel as needed. Assist with administrative tasks such as data entry, filing, and record-keeping to ensure efficient operations within the customer service department. Coordinate and conduct campus tours for prospective students, families, and other visitors, showcasing the university\'s facilities and amenities. Provide support during events, including open day, orientation week, etc Assist in training and mentoring junior customer service staff, ensuring consistent service standards across the department. Gather feedback from customers to identify areas for improvement and implement strategies to enhance the overall service experience. Being prepared to answer questions and address complaints as they arise, providing prompt and satisfactory resolutions as needed. Additional details: . Prepare door gifts on festive seasons . Improve quality of service with surveys on CSA team and service provided by Taylor\'s at the counseling area . Responsible for the F&B served/ cafe counseling operations. . Oversees the ambience and improvement of the environment at the counseling area . . Manage the content management system of the digital display screens (5 screens) . Ensure timely preparation and coordination of all procurement processes. JOB SPECIFICATIONS Minimum Qualifications Bachelor\'s degree preferred in related discipline. Related Experience At least three (3) years of working experience, preferably in a customer service or hospitality role. Competencies (Knowledge, Skills and Abilities) Profession Competencies Knowledge and skills in using computer software\'s e.g. Microsoft software applications and sales force. Good command of English, Bahasa Malaysia and/ or Mandarin. Ability to work with minimal supervision. Strong interpersonal and communication skills with ability to communicate comfortably. Possess good planning, organizing, coordinating, presentation and time management skills. Behavioural Competencies Committed, responsible, forward-thinking, pleasant personality with a good attitude, good teamwork spirit and good communication skills. Committed, responsible, forward-thinking, pleasant personality with a good attitude, good teamwork spirit and good communication skills. Ability to work independently with minimum supervision as well as in a team and possess a high degree of integrity, initiative and commitment. A self-directed professional who knows what needs to be done and operates with a sense of urgency, focus and discipline. Strong ability to communicate openly, truthfully, timely and with professional courtesy to all stakeholders internally and externally. Willingness and desire to roll up your sleeves and execute while also seeing the broader vision of the company. Promote cooperation and cultivate teamwork and sales-driven culture within the recruitment team. OTHERS Possess own transport. 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.

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