Customer Experience Advisor

The Opportunity

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.