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Customer Service Representative

Graduate at BPP

Customer Service Representative

Graduate at BPP

  • LocationManchester, UK
  • Position levelGraduate
  • Job period iconFull-time employment
  • Application deadline iconApply by 30 Nov, 2018
  • Application deadline iconPosted on 06 Nov, 2018
  • Start date iconStart date:
  • Visa iconVisa Sponsor
  • CompetitiveCompetitive

Who we are

The BPP Professional Education Group is a global education provider delivering world-class professional qualifications. The group delivers undergraduate and postgraduate degree programmes and professional qualifications across the UK, internationally and through innovative online learning platforms.

What you’ll do

This is an exciting and demanding role which will require you to provide excellent customer service, we are passionate about the service we offer and want you to be too. You will need to be comfortable working within a fast-paced environment.

Responsibilities will include:

·To consistently deliver a high quality service to all customers in line with agreed BPP customer contact service and call handling standards in order to promote continuing customer relationships, working collaboratively with the wider customer service team

·To return calls to customers when promised and respond as appropriate

·To process customer transactions, bookings, transfers and cancellations, sending out confirmation, trigger relevant course material and issue venue directions prior to start date of course, within any agreed SLAs.

·To provide accurate responses to customer enquiries, and relevant and up to date literature and information as appropriate, keeping accurate records of phone discussions or correspondence with customers

·To be empathetic to individual customer requirements and emotional states, particularly when handling exam results or assignment feedback

·Where system data not available to respond to queries requesting such information from appropriate internal experts and amend/update system for future purposes as appropriate

·To report system inconsistencies to team manager and IT/system support team in order to ensure anomalies are rectified

Role requirements

Essential

·Previous inbound and outbound customer service experience handling a high volume of calls.

·Attention to detail and ability to multi task

·Ability to absorb product knowledge in order to best advise students on a best-fit solution

·A genuine interest in helping customers and providing an excellent customer experience.

·Strong communication skills, both verbal and written

·Efficient and accurate keyboard skills

·Well organised and self-disciplined with the ability to work quickly and calmly under pressure

·Able to demonstrate individual accountability

·Ability to work as a team player and on own initiative

·A clear telephone voice with a polite, tactful and friendly attitude

Please note that the successful candidate will be required to undergo a credit and basic disclosure check.

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