Casual Deakin University Student Ambassador

The role:

The primary purpose of the Deakin University Student Ambassador is to nurture and convert prospective students into Deakin students. The role is placed within the Prospective Student Enquiries Centre (PSEC). Primarily the position is the first point of contact for prospective student enquiries through the Contact Centre via phone, email, online enquiries and live chat. Various outbound phone campaigns are also conducted by this team. This position must provide excellent sales and customer service to prospective students and their influencers whilst building and maintaining the leads management database.

To be successful, you’ll have:

Qualifications and Experience:

• An equivalent combination of training and experience or a qualification and/or relevant work experience.
• Experienced in a sales focused customer service role desirable.

Capabilities and Personal Attributes:

• Demonstrated communication and interpersonal skills with the ability to produce clear and accurate communications that are appropriate for their intended audience.
• Proven capability to work positively and effectively as part of a collaborative work team, to accommodate and work well with different working styles and to work independently where required.
• Demonstrated ability to organise and plan, and to meet rigid and conflicting demands and deadlines, along with the ability to adapt to changed priorities.
• Ability to present yourself confidently to prospective students, the general public as well as internally.
• Understanding of the Privacy and Data Protection Act and Spam Act.
• Confident in utilising a range of software applications, including CRM usage, the Microsoft suite, Internet and email.

Desirable:

• Knowledge of tertiary education sector, applications and selection procedures.
• Contact Centre experience.

Special Requirements:

• Working With Children Check (refer to Recruitment Procedure)
• This position requires flexibility in work hours, travel to all Deakin Campuses (minimal), subject to the conditions outlined in the current enterprise agreement.

Your key responsibilities will be to:

• Deliver a high standard of accurate, tailored, high quality course information to prospective students in response to walk-ins, phone, email, online and live chat enquiries whilst adhering to current privacy legislation and current University policies.
• Maintain the Future Students database (Salesforce CRM) according to protocol, accurately recording prospective student contact details and study interests and updating information where required.
• Participate in the conversion of enquiries to applications and offers to enrolment by promoting upcoming recruitment events, application closing dates and trimester dates.
• Answer all prospective student enquiry phone calls, emails and online enquiries by clarifying desired information, researching, locating, and providing information.
• Ensure all enquiries are recorded, reported and resolved in a timely manner.
• Adhere to system and workflow processes and protocols.
• Contributing to outbound campaigns as required.