Recruitment & Conversion Customer Service Officer at Ruhe Global Resources (RGR)

Job Purpose

• We are looking for Seasoned and competent Student Recruitment & Admission Conversions officers to play a crucial role in shaping our recruitment efforts by ensuring the meticulous management of the recruitment admissions process for prospective students. 
• To work with the Managing director, Regional Manager and other employees to evaluate and successfully establish new business opportunities and maintain existing once on all platforms while strengthening existing ones. 
• The Student Recruitment & Conversions Admissions Processing Officer at our international student recruitment teams plays a vital role in shaping the dreams of students eager to embark on their study abroad adventures by facilitating the recruitment and admissions process for students aspiring to study abroad.
• This dynamic position involves Working closely with a diverse array of universities and colleges in various countries, this position focuses on ensuring that prospective students receive the necessary support and information throughout their application journey. 
• In this role, you will expertly manage the admissions processing workflow, providing expert guidance by guiding students through the often complex and daunting application journey. With a keen understanding of the requirements and nuances of different institutions, you will provide invaluable advice, helping students navigate challenges and seize opportunities. 
• Additionally, you will implement innovative conversion strategies designed to inspire and empower students, ensuring a smooth and successful transition to their chosen educational destinations and paving the way for their bright futures.
• This position involves not only processing students’ applications in an efficient and accurate manner but also providing vital support to recruitment and admissions teams to enhance the overall student application experience. 
• As part of this role, you will be instrumental in driving acceptance rates and engaging with applicants to guide them through their educational journey.
• To participate in coordinating marketing activities online via all social media platforms and the RGR website; consistently drive traffic online to the RGR offices in the region; generate and follow up with MOU partners and ensure consistent flow of students from such partners; be fully involved in digital campaigns and effectively increase brand awareness face to face and Online.
• Achieve set monthly revenue and registration target.
• Responsible for ensuring monthly registration target in the branch is met.
• Core Working Relationships
• Customer Service officer, 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, Lagos, Port- Harcourt and Benin based staff; this position will focus on recruitment to all RGRs services and partner Universities programs and market the RGR brand in Nigeria across all marketing communications channels.

Job Description

• Welcoming prospective clients and attending to their needs
• Manage Inquiries: Respond promptly and accurately to all inquiries via phone, email, and other channels, ensuring a positive and helpful customer experience.
• Engage with Prospective Students & Clients: Actively participate in recruitment events (open days, school visits, etc.) and online platforms to interact with potential applicants and provide information about programs, courses, and campus life
• Support Application Process: Assist applicants with the application process, including providing guidance, resolving issues, and ensuring timely processing of applications.
• Track and Report: Monitor key recruitment metrics, track conversion rates, and provide data-driven insights to inform recruitment strategies.
• Collaborate with Teams: Work closely with admissions, marketing, and other relevant departments to coordinate recruitment efforts and ensure a seamless experience for applicants.
• Promote the Institution: Effectively communicate the institution's strengths, values, and unique selling points to prospective students and stakeholders.
• Deliver Excellent Customer Service: Maintain a high standard of customer service at all times, ensuring that all interactions with applicants are positive and efficient.
• Stay Informed: Keep abreast of industry trends, best practices, and relevant legislation to ensure effective recruitment and compliance.
• Keep abreast of industry trends, best practices, and relevant legislation to ensure effective recruitment and compliance.
• Respond to client enquiries, Process and evaluate thier applications for partner colleges, according to admission rules and Check applicant paperwork and qualifications for legitimacy and correctness.
• Guide prospective international students on admissions, scholarships, and deadlines. 
• Communicate via phone, email, and in-person to address inquiries.
• Stay updated on admission criteria changes.
• Maintain application data and monitor statuses. 
• Analyze trends to improve recruitment strategies.
• Organize and participate in recruitment events to attract international students. 
• Enhance agency visibility through outreach efforts.
• Regulatory Compliance:Stay informed about student visa regulations and guide applicants. 
• Assist in preparing visa documentation. 
• Operate RGR's student recruitment and conversion strategy within the Recruitment and Conversion team.
• Represent RGR at external recruitment events with in-depth knowledge of partner school programs, gained through study and collaboration.
• Provide accurate information and guidance to potential students about RGR’s offerings and the benefits of studying abroad.
• Deliver compelling presentations to agents, schools, and prospective students showcasing RGR and partner programs.
• Plan and execute on-campus recruitment events, including attending open days and graduations in partnership with schools and universities.
• Evaluate the effectiveness of recruitment activities to ensure targeted efforts and maximize return on investment.
• Implement conversion strategies to optimize recruitment and enrollment of new students. - Manage prospective student inquiries with timely follow-ups and relevant actions.
• Serve as the main point of contact for queries from the RGR website and social media, along with recruitment events.
• Execute applicant conversion tactics, including online engagement, telephone outreach, and face-to-face activities.
• Collaborate with the Marketing team to create high-quality content that enhances conversion efforts across various channels.
• Coordinate recruitment activities with the RGR student recruitment teams for cohesive delivery.
• Assist the Marketing team in developing marketing materials, including student-generated content, to ensure high-quality communication.
• 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

Responsibilities

Customer Service:

• Welcoming prospective clients and attending to their needs
• Attend to all enquiries from clients and partners in a professional manner
• Lead the customer service team.
• Respond to and escalate the problems of the customer promptly
• Assist customers via Face to Face, emails and over both over the phone and on social media platforms.
• Listen to the customer queries patiently to resolve issues
• Maintain records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken and query resolution to ensure customer satisfaction
• Update/maintain social media log on a nightly basis
• Check to ensure that appropriate changes were made to resolve customers' problems
• Ability to retain product knowledge and help educate the customer
• 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 spread sheet
• Ensure that current brochures, posters, attendance sheets for school visits and all RGRs forms are up-to-date, available and in the right place always.
• Attend to delegates’ needs during school visits
• Handling branch inventory
• Ensuring that the Front office is always kept neat
• Sorting out mails or parcels received
• Posting of all RGRs documents to required offices

Conversion and Enrollment

• Be responsible for all councillors assigned students Conversion Activities: actively egngage with councillors on thier engagment with prospective students or customers, answering questions, addressing concerns, and providing information to encourage them to enrol or make a purchase
• Ensure effective and timely Communication & Relationship Building: build rapport with individuals, understanding their needs and motivations to tailor their approach for successful conversion.
• Efficient Targeted Outreach by working students and or customers, ensuring that recruitment efforts are effective.
• Data Tracking & Reporting: monitor conversion rates, identify areas for improvement, and report on key performance indicators (KPIs).
• Coordination with Teams: collaborate with admissions, marketing, and other relevant teams to ensure a smooth and coordinated enrollment process.

Student Recruitment

• As part of the Recruitment and Conversion team, operationalize RGR student recruitment and conversion strategy.
• Be the lead representative for RGR at external student recruitment events, equipped with an in-depth knowledge of the partner school programs, developed through self study and close working with schools and departments.
• Meet with and provide accurate information and guidance to potential students in order that they are clear on RGR’s products, University course and application process and understand the advantages of studying abroad using RGR.
• Deliver high quality presentations to multiple audiences, including agents, schools and prospective students, showcasing RGR ,its products and its it partner school Programs.
• Where relevant, plan and deliver on-campus recruitment events for students and NYSC enrollees including attending open Days and graduation in liaison with the School and University teams.
• Evaluate return on investment for recruitment activities in order that activities are most targeted and effective.
• As part of the Recruitment and Conversion team, deploy conversion activities to maximize the recruitment and enrollment of new students.
• With the Recruitment and team managers, manage and process prospective student enquiries, ensuring timely follow up with appropriate action.
• Be a primary contact for monitoring and answering queries originating from RGR website and social media accounts, as well as from recruitment events.
• Deliver applicant conversion tactics, including online activity for offer holders (such as virtual chats and webinars), telephone campaigns and face-to-face activities.
• With the wider Marketing team, develop high quality content, including social media and websites, designed to maximize conversion from key audiences.
• Work with the RGR student recruitment teams to ensure coordinated delivery of appropriate recruitment activities.
• Support the Marketing team in the creation of marketing materials for multiple channels, including general content authoring and the capturing of student generated content, in order that recruitment and conversion communications are of the highest quality.
• Gain buy-in and understanding from partners and other departments to enhance conversion activities undertaken by the team and enrich RGR-led interactions with applicants.
• With the Manager, have a detailed understanding of appropriate information and data in order that recruitment and admissions progress can be monitored accurately and management information compiled and shared with internal & External stakeholders.
• Assist in Any other related task that may be assigned

Marketing , Sales & Business Development :

• Develop and initiate business development and /marketing strategies.
• 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. 
• Organising sales visits to variety of locations to increase companies sales in number
• Demonstrating and presenting products to customers
• Establishing new business from customers and other businesses
• Maintaining accurate records of sales made
• You should be ready to resume immediately.

Experience and Qualifications

Essential Skills and Experience:

Experience:

•  A minimum of two years’ experience in Administration , Customer service, data entry, operations or Marketing