Customer Experience Advisor

The Customer Experience Advisor will assist applicants/customers throughout the admissions process by providing timely, accurate, and empathetic support. Responsibilities include reviewing student documents for eligibility, submitting applications, and ensuring data accuracy. The role involves regular communication with partner schools and recruiters to resolve application issues and track progress. The specialist will be accountable for meeting individual and team KPIs, including response times, processing accuracy, and maintaining a high level of customer satisfaction.

While the job role is titled "Advisor," the tasks are primarily data-entry in nature - extracting details from documents and entering them into the system with precision. Ideally, the individual should have a basic understanding of technology and strong communication skills, as they may occasionally be required to liaise with the product team.

What you’ll be doing everyday:

Applicant Support & Advising

• Assist applicants with program inquiries and requirements

• Provide advisement to students on alternative program options that meet their interests and educational backgrounds

• Empathetically communicate application outcomes to our students, whether positive or negative

• Action deferral-related processes and inquiries

• Action refund-related processes and inquiries

• Assist students in meeting enrollment conditions and resolve uncertainties post-offer

• Perform Road Runner and Submission RPA (Robotic Process Automation) manual tasks when required

• Ensure accurate and timely processing of applications using relevant systems and workflows

Document & Eligibility Review

• Review student documents to ensure student eligibility for consideration across diverse educational backgrounds

• Review offer letters for student information consistency to ensure efficient application processing.

School & Partner Collaboration

• Work with our partnership schools and recruiters to resolve application issues and submit quality applications on behalf of our students

• Communicate with our partner school and assist students in meeting enrollment conditions and resolve any uncertainties.

Communication & Process Guidance

• Clearly communicate and outline all school requirements and deadlines to the student once the offer letter has been received.

Process Maintenance & Improvement

• Ensure application processes are regularly updated to ensure the precision of process details

• Collaborate with schools and internal teams to resolve application issues and continuously improve workflows.

Meeting Key Performance Metrics

• Ensure timely processing of applications, documents, and communications in alignment with established KPIs.

• Monitor personal performance to meet individual KPIs, including response time, accuracy, and customer satisfaction.

What you bring to the table:

• An associate's or Bachelor's degree is an asset.

• 1-3 years of customer service experience.

• Proficiency in proofreading/ editing text to ensure spelling and grammatical correctness

• Strong analytical abilities, detail-oriented, and a high level of accuracy

• Working knowledge of Google spreadsheets, Microsoft Word, and Gmail

• Adept in researching and problem-solving capabilities

• Someone who thrives in a collaborative, teamwork environment

• Aptitude for prioritizing tasks with an attention to detail to ensure information accuracy

• Ability to work in a flexible, fast-paced environment to meet multiple deadlines and adapt to new policies and procedures

• An ability to work cross-functionally to ensure application processing consistency and efficiency

• Exceptional problem-solving skills under ambiguous circumstances to ensure we provide the best outcome for our students while maintaining integrity with our partner relationships

• Excellent interpersonal skills and verbal and written communication skills.