Customer Experience Executive

**The Adventus Story**

The Adventus.io story started in 2018 when our founders connected over a shared frustration with how broken the international student recruitment market was.

They identified a fundamental problem in the international study market: There is no efficient, reliable way for institutions, recruiters, and students to find and transact with each other.

Our Values are the heartbeat of our company and are threaded through everything we do;
- Own It, Ship it
- Create the extraordinary
- Together
- Radical Transparency
- Be Human

**About the Customer Experience Team**

As Customer Experience Officer you will be responsible for supporting all customer experience enquiries for Adventus.io for both Internal and External customers.

**What’s the opportunity?**

**A day in the life of a Customer Experience Officer**
- Support the team during shifts to meet customer and service requirement needs
- Use and assist team with Service desks requests for all internal and external customers
- Resolve and Escalate Support cases as required.
- Maintain Service Records
- Answering product and service questions or moving customer to team that can assist.
- Handling feedback and complaints from internal and external teams
- Level 1 support for technical support team
- Being agile and able to handle the ‘change management’ situations.

**Who are your key stakeholders?**
- Leadership team
- Operations team
- Sales team
- Partnerships team
- Admissions and Compliance teams
- Marketing team
- All internal and external stakeholders of Adventus.io

**About You**
**Qualifications, Knowledge, Skills & Abilities**
- 2-3 years’ work experience within the international student recruitment industry.
- Strong knowledge of the regional, international education systems for the region.
- Open to working a minimum of 8 hours per day, five days a week, between the hours of 8 a.m. and 8 p.m., as well as any reasonable additional hours that may be required to complete duties.

**Customer Centric**
- Demonstrated passion for delivering outstanding customer service
- Demonstrates a thorough knowledge of our product to provide effective customer service to customers
- Experience in Customer Service or Support and the international student recruitment industry.

**Communication & Collaboration**
- Excellent communication & listening skills with ability to be persuasive
- Both written and verbal communication in English required

**Building & Managing Relationships**
- Proactively build productive internal and external working relationships that are high in trust and influence positive outcomes
- Be a customer success advocate

**Managing Self**
- A self starter with initiative to work autonomously but also provide valuable contribution to the team
- Capability to achieve performance expectations and taking accountability for delivering targets/KPIs
- Demonstrates a strong ‘can-do’ approach; and investing time making a positive impact to the team

**Planning & Organizing**
- Exceptional organizational skills, delivery quality service on time, every time
- Is flexible and adaptable and respond quickly when customer needs/ situations change

**Tech savvy**
- Experience in Service Desk software and CRM

**What do you need to succeed?**
- Inclusiveness and collaboration to cultivate relationships with internal stakeholders
- A strong identification with Adventus values
- Healthy dose of optimism when faced with challenges
- Dedication to continuously improve and develop your strengths & talents
- A desire to learn new technologies with a keen eye for detail.

**Benefits**:

- Health insurance
- Provident Fund

Schedule:

- Day shift

Application Question(s):

- Proficiency in written English - Average/Good/Excellent

(Choose one)
- Do you have experience working in International Environment? Yes/No(Select one)
- What is your current salary & notice period?
- What do you know about adventus.io?

**Education**:

- Bachelor's (preferred)

**Experience**:

- Customer support: 2 years (preferred)

**Language**:

- English (required)

Shift availability:

- Day Shift (preferred)