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Admissions Customer Support Associate

African Leadership University

African Leadership University

Customer Service
Mauritius
Posted on Friday, June 21, 2024

ABOUT ALU

ALU provides higher education for a higher purpose. Our students declare missions, not majors.
They develop the real-world skills to take on the world’s most pressing challenges. And they take ownership of their learning from day one through our peer and student-led approach – because ALU believes in the power and agency of young people to start shaping the future right now.
Together with a world-class faculty and staff, our students are igniting a ripple of positive impact across Africa and the world.

HOW WE WORK

As a high-growth start-up, the ALU Team works in starkly different ways to traditional academic bureaucracies. We approach education from first principles, empower individuals to design, test, and implement creative new ideas, and work closely together to craft transformative learning experiences. We are deeply passionate about our students and excited by the challenge of building something entirely new.

The African Leadership University is committed to ensuring the safety and Well-being of all students under our care. As part of this commitment , we have a comprehensive safeguarding policy in place , which outlines our Zero-tolerance approach to any violation of safeguarding.

ABOUT THE ROLE

The Admissions Customer Support Associate is a pivotal role focused on ensuring a seamless and supportive journey for applicants from the moment they apply until matriculation. This position involves managing communication, leading support initiatives, and overseeing a team of agents to deliver exceptional customer service for all undergraduate admissions programs across campuses (in Rwanda and Mauritius). The Admissions Customer Support Associate and their workstream are the focal point for everything undergraduate admissions-related for prospective students.

RESPONSIBILITIES

  • Owner of applicant support throughout the entire application journey, from application until matriculation, including applicants/students/stakeholders' questions & queries, deferral requests review, and others.
  • Lead the communication journey for applicants throughout their application process and ensure prospective and admitted students experience excellent customer service.
  • Own various admissions content, ensuring admissions content is updated and audited regularly e.g. Website, Help Center, social media channel (led by marketing), application guide, and other support guides.
  • Oversee the ALU Admissions email and ensure timely and accurate responses.
  • Lead English proficiency initiatives, including:
    • Managing the ALU English Proficiency Test (EPT) in collaboration with the Writing Center
    • English Immersion program engagement
    • Allocation of Duolingo test vouchers
    • Non-ALU-administered English Proficiency Test Verifications
    • Maintaining the English Proficiency guide.
  • Support undergraduate admissions and enrollment management initiatives for ALU across both campuses; including, Designing and facilitating enrolment workshops, participating in admissions webinars, and so on.
  • Conduct admissions support performance and Insights
    • Prepare and submit insights on customer support performance and satisfaction rates.
    • Collect feedback to identify and implement improvement areas.
  • Assist the Undergraduate Admissions Lead with special admissions projects aimed at continuous improvement and innovation in admissions processes to enhance both internal and external user experiences.
  • Align with the Tech team for consistent performance in customer support and other platforms such as the Help Center.
  • Manage support team of agents that work on Zendesk, leading their workstream and guiding through equivalence application support (budget, receipts, tracking applications).
  • Other duties in respect of the Company as may be reasonably assigned by your team manager.

REQUIREMENTS

The Basics

  • Bachelor’s degree in a related field.
  • At least a year of work experience.
  • Ability to work independently and collaborate with key stakeholders
  • Ability to manage multiple tasks and meet deadlines.
  • Excellent communication and interpersonal skills.
  • Self-directed, motivated, and creative problem solver
  • Good writing skills demonstrated by experience or passion
  • Customer-centric mindset
  • A can-do attitude

What gets us excited

  • Experience in tertiary education in Africa
  • Experience in customer support, preferably in an educational setting.
  • Openness to continuous improvement and restless excellence
  • Proficiency in using Zendesk or similar customer support software.
  • Experience as a user of Salesforce or other customer relationship management systems.
  • Grit!