Customer Service Officer at PFL Education - Preparation for Life

Job Purpose

• Ensure excellent customer service is being provided across all the PFL offices;
• Be the first point of contact with complaints and carry out initial investigations;
• Investigate visa rejects after every intake

Job Description

• Provide help and advice to clients on the Company’s services;
• Implement customer service procedures, policies and standards for the unit and by extension the Company;
• Communicate courteously with clients by telephone, email, letter and face to face;
• Investigate and resolving customers' application challenges, which may be complex or long-standing problems;
• Responsible for consistent after sales follow up with all PFL registered students to ensure client satisfaction;
• Responsible for database of client sponsors to send good wishes from the Company on special days;
• Handle complaints or any major incidents involving PFL clients;
• Investigate refund requests before escalating to the General Manager;
• Keep accurate records of discussions or correspondence with every client;
• Analyze data to determine the level of customer service PFL is providing across all offices;
• Render weekly customer services activity and monthly analysis reports to the General Manager and other senior managers as required;
• Responsible for maintaining the integrity of feedback or complaints data and procedures for management use with the opportunity to advice reviews as required;
• Meeting with other managers to discuss possible improvements to customer service;
• Work with PFL staff to ensure delivery of high customer service standard across the offices;
• Ensure increase in the PFL Nigeria client base;
• Ensure improved after sales service that leads to increased student referrals and revenue generation;
• Conduct PFL Mystery Shopper test to measure staff competence and integrity.
• Conduct client or market surveys in order to obtain information about the market.
• Any other duties required by management.

Core Working Relationship:

• CRM Officers, Student Counsellors, Virtual Counselling Team, Branch Managers, IDEAS In-House-Reps, Center Manager, Assistant General Manager, General Manager.

Experience and Qualifications

• Undergraduate degree or able to demonstrate the level of key skills required at degree level – essential
• Minimum of 3 years work experience in a customer service role - essential
• Significant experience of staff management - essential
• Marketing experience – desirable.

Skills and Qualities:

• Posses strong people skills
• Excellent oral and written communication skills
• Ability to discuss and handle strategic and sensitive issues
• Working knowledge of marketing principles
• Polite, tactful and friendly attitude
• Excellent organisational and time management skills
• Sound report writing and analytical skills
• Proficient in the use of Microsoft Office suite
• Detail oriented with the ability to multitask.