Customer Service Officer at Ruhe Global Resources (RGR)

Job Purpose

• To welcome everyone who walks into the branch
• To ensure all enquiries are handles with professionalism and sound customer service
• To supervise all admin assistants and ensure the office is clean at all times and to help maintain good ambience in the office
• To handle administrative and clerical assignments
• To ensure that all walk in clients are converted to customers.

Core Working Relationships

• Business Development Officers,Recruitment Officers and managers, Branch Manager, Conversion Officers/ Manager, Events Manager, Marketing/Brand Marketing Manager, Human Resource Officer, Managing Director.
• The post holder will be Reporting to the Managing Director and work closely with all Abuja based staff; this position will focus on customer service and marketing of all RGRs services and partner Universities programs and market the RGR brand in Nigeria across all marketing communications channels.

Job Description
Customer service:

• Welcoming prospective clients and attending to their needs
• Have in depth and accurate information on RGR products and services
• Registration of clients and monitoring the number of registered applicants per day/month
• To maintain a high degree of accurate and current product knowledge
• To organize the arrangement of the counselling room for school visits and to ensure that local facilities are presented to a satisfactory level.
• To provide the Branch Manager with a monthly report on all activities
• Follow-up on students from all sources
• To attend to walk-in and telephone enquirers on a daily basis
• Handling of petty cash and recording expenses on the spreadsheet
• Ensure that current brochures, posters, attendance sheets for school visits and all RGRs forms are up-to-date, available and in the right place at all times.
• Attend to delegates needs during school visits
• Handling branch inventory
• Ensuring that the Front office is kept neat at all times
• Sorting out mails or parcels received
• Posting of all RGRs documents to required offices
• To monitor the office assistants and cleaners to ensure that the toilets and office environment are clean.
• Any other related task that may be assigned

Marketing:

• Meeting with potential applicants in order to counsel and guide them towards enrollment to any of RGRs services.
• Attendance at recruitment exhibitions, representation of RGR on exhibition stands.
• Conversion of current applicants via telephone and face-to-face meetings.
• Regular visits to cities outside of Abuja. participation in admissions seminars held at schools,hotels and other venues.
• Contribution to RGR s marketing strategy and organisation of marketing and advertising activity in Nigeria.
• Delivery of expert visa advice and counselling for all Nigerian RGR applicants applying for visas.
• Input and expert advice with regards to RGRs strategy in Nigeria.
• Possible travel to cities outside of Abuja for recruitment events or training, including abroad.
• Essentially sell programmes and represent the best interest of partners & RGR in Nigeria.
• Ensure constant steam of walk in clients at the assigned RGR office.
• Assist with developing new strategic recruitment activities through gathering market intelligence.
• Achieve agreed targets for each intake
• Provide timely and accurate updates to the Company regarding student recruitment activities.
• Make contact and follow up with new institutions in Nigeria to have a signed MOUs to send students to RGR.
• Marketing and promoting RGR institutions to prospective students.
• Maintain full update on RGR partner institutions regarding courses, materials and procedures.
• Initiate necessary virtual and real-time marketing strategies/campaigns using various social media platforms amongst others as required.
• Any other related task that may be assigned

Responsibilities

• Develop and initiate business development and /marketing strategies.
• Carry out all customers service and administrative.
• Maintain a good data base of all clients.
• Assist In follows ups on business development officer during weekly meetings.
• Assist in coordinating actions to influence developed strategies.
• Assist in the execution of marketing campaigns.
• Assist in the development and planning of all branding and marketing activities.
• Identify opportunities, develop plans and establish business alliances that will strengthen the RGR brand.
• Carry out sensitization activities and generate new leads in formal and informal sectors of key cities where an RGR office does not exist at the moment.
• Make presentations to key employers, parents and students of highly rated secondary institutions and generate traffic/leads/registrations, ensuring students register.
• Create the needed buzz in tertiary institutions thereby increasing leads from the institutions.

Experience and Qualifications
Essential Skills and Experience:

• Excellent customer service and sales support skills.
• Excellent written and spoken communication skills.
• Ability to work under pressure to meet deadlines.
• Excellent organisational, planning & time management skills.
• Able to work on own initiative and as part of a team.
• High level of IT proficiency with experience of Microsoft Office
• Evidence of working within a target-driven environment
• Meeting Sales Goals and Professionalism
• Experience and ability in providing market intelligence in order to guide recruitment activities
• Knowledge and experience of visa counselling for visa applicants
• Prospecting Skills, Sales Planning, Selling to Customer Needs, Closing Skills, Market Knowledge, Presentation Skills, High & Sustainable Energy Level
• Experience of report -writing and statistical analysis
• Excellent customer service skills, experience working within a customer-facing role
• Takes initiatives and works independently/within a team when required
• Highly organised, can manage a number of different tasks simultaneously
• Can work under pressure when required
• Excellent communication skills, can build positive relationships with people of a variety of different ages and levels of authority
• Can influence and persuade at all levels
• Culturally sensitive and committed to equal opportunities.
• Committed to RGR’s values of equality and diversity.
• Ability and willingness to travel within Nigeria including.
• Excellent customer service and sales support skills.
• Excellent written and Verbal communication skills
• Evidence of success in building and maintaining customer relationships leading to increased sales
• Able to work under pressure to meet deadlines.
• Sound organisational, planning & time management skills.
• Highly motivated self-starter with a high level of energy and motivation.
• Able to work on own initiative and as part of a team.

Desirable Skills and experience:

• Significant experience related to the international Higher Education sector
• Knowledge of international educational qualifications and their Nigeria equivalencies
• Knowledge of marketing for international Higher Education sector within Nigeria
• Knowledge and experience of visa counselling for visa applicants
• Knowledge of international higher education and experience of working in international education - desirable
• Experience working in the Education marketplace
• Knowledge of the study-overseas market

Education and Experience:

• Graduate degree - essential, Postgraduate degree will be an added advantage
• Marketing or customer service experience in a similar role
• Considerable experience in a customer facing role - essential

Salary

• You will be placed on 3 months’ probation with a salary of 20,000NGN to 30,000.
• After probation your salary could be increased to between 50,000 to 100,000NGN depending on input and performance.
• Training and development opportunities and performance-related incentives will be available as part of the role.