Customer Service Executive- education industry

QS Quacquarelli Symonds

17-11-2014 | EXPIRA LA 17-12-2014

Job expirat

RESPONSABILITATI

QS Quacquarelli Symonds, founded in 1990, is the world’s leading global provider of specialist higher education and careers information and solutions. QS has a global presence (offices are located in eight countries and events held in 40 countries) and has a loyal ‘blue-chip’ client base consisting of business schools, universities and corporate employers. Our activities span across 50 countries, working with over 2000 of the world's leading higher education institutions. We provide services at each key career stage; first degree, Masters, PhD, MBA, and executive-level.
QS Unisolution ( www.qs-unisolution.com) is a subsidiary of QS, offering online software solutions that enhance and complement our renowned events, research and publications. These solutions include TopApply, an application and prospect management system used by universities and business schools to support their marketing activity and to help them engage with potential students and to support the applicants to their programs.


The Client Services and Support Officer will be responsible for responding to enquiries and requests for support from both schools and candidates. They will also manage key client projects, such as new implementations, assisting with collecting and defining requirements, and provide pro-active support to add value to the service and maintain high levels of client satisfaction.

The role will involve (but is not restricted to):
- Handling client support requests and projects
- Handling candidate issues received by email or by phone
- Providing an interface between clients and the development team, using support tickets / development cards
- Training clients in the use of the system
- Maintaining client support information
- Identifying new opportunities for client services and licenses
- Handling and escalating issues quickly that may affect school license renewal
- Ensuring high levels of customer satisfaction


CERINTE

- You will have excellent spoken and written communication in English and French
- You will be proficient with standard PC applications (e.g. Excel and Word) and be generally confident with using web services, such as web conferencing, cloud storage systems etc.
- You will have a consultative manner, able to listen to and understand client requests and needs
- You will be numerate, analytical and a problem solver, who pays attention to detail
- You will be an effective communicator, who can explain complex products in a non-technical way (experience of providing training over the phone or face to face in a classroom is a plus)
- You will have strong organisation and project management skills
- You will be able to prioritise and manage time effectively to meet deadlines
- You will be happy to work alone at times but also be a good team player


BENEFICII OFERITE

- attractive salary package
- aboard training
- friendly international environment


DESCRIEREA FIRMEI

The higher education industry is a growing market and QS has established itself as the global leader in higher education events and intelligence. We provide recruiting platforms for Business Schools, Universities and employers to meet with talented individuals, for their academic programmes and career development. We deliver solutions for the world’s leading universities, business schools and global higher education community. We also offer services ranging from consultancy to professional services, software solutions and publishing. Almost 20 million people visit our websites each year and in excess of 200,000 register to receive information on opportunities to reach their educational and career goals worldwide.