Digital Customer Service Officer

RMIT International University Vietnam (RMIT Vietnam)

Địa điểm làm việc: Hồ Chí Minh

Hết hạn: 13/08/2023

Chi tiết công việc
Giới thiệu công ty

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Overview:

About RMIT Vietnam

RMIT is a global university of technology, design, and enterprise. We are global in footprint and even more importantly, we are global in mindset. We are committed to making a positive impact wherever we go. The wider our reach, the deeper our connections, the greater our impact.

RMIT University Vietnam (RMIT Vietnam) is a campus of RMIT University with 700 staff and 7,000 students, in three locations, and recently awarded one of the Best Companies to work for in Asia 2020. From a media perspective RMIT Vietnam enjoys a 40% share of voice in the sector. It brings a world-class education and globalised study environment to the heart of Asia, offering programs in business, technology, communication, design, fashion, and English language. It boasts an impressive range of extra-curricular activities that encourage students to innovate and network globally.

Degrees are awarded by RMIT in Australia and taught in English, enabling Vietnamese students (and visiting international students) the opportunity to receive an international education without having to leave home.

The Role

The Digital Customer Service Officer supports the delivery of the Student Recruitment's communications to prospective parents and students. The position will work closely with Student Recruitment and Marketing team to manage scheduling of all content through digital platforms. It will involve engagement activities to identify customer's needs and build up potential pipeline for Program Advisor to convert to enrolments. Through digital engagement activities, the role will run regular reports to check success against metrics for digital channels, including feedback from potential parents and students, and look for continuous improvements.

Your Responsibilities

1. Customer Services

Effectively consult and provide advice and feedback on RMIT and its programs, entry requirements, admissions and selection processes for potential parents and students in a transparent and timely manner via digital channels such as email, facebook, instargram, webchat,tiktok, zalo or through face to face when required.
Assist in the monitoring of customer services via digital platforms, identify customer's needs and answer FAQs for prospective parents and students before transferring them to Program Advisor for converting to enrolments.
Work closely with Program Advisor in student recruitment process from initial enquiry to potential pipeline and ensure provision of high level of customer service across touchpoints with prospective parents and students
Manage resolution of requests, queries, feedback, complaints from potential customers and distribute to appropriate team members in accordance with RMIT's policies, procedures, and guidelines.

2. Channel Ownership

Work collaboratively with Student Recruitment and Marketing team on content and channels to ensure effective and consistent communication to customer via digital platforms.
Manage the scheduling of all content through the digital channels, prioritising key content and using best practice and insights to determine the digital screens' content.
Coordinate with relevant stakeholders to develop FAQs bank for chatbot automation and ensure customer's experience when queries are responded in a timely manner.
Use data and insights to continuously improve each channel in line with best practice globally.
Coordinate regular reports to check success against metrics for digital channels, including feedback from potential parents and students, and look for continuous improvements throughout the cycle

3. Customer Relationship Management (CRM)

Adhere to guidelines on usage of the CRM system and its complete functionality and execute the email plan for prospective students.
With reference to guidelines of the data entry processes into the CRM, ensure high level of accuracy across all information obtained through recruitment events and related activities.
Ensure all information is captured into the CRM in a timely manner and report on effectiveness of those events and activities

4. Promotion Activities

Participate in Student Recruitment events (which may include high school engagement events when required) in HCM/HN and provinces that showcase the University and its programs.
Maintain up to date market knowledge of competitors and their product offerings to understand and promote points of differentiation to constantly update close sale pitch

Skills and Experience

A relevant bachelor's degree
At least 1 year of experience in customer care
Confident and interested in consulting with customers via digital channels such as facebook, instargram, webchat, tiktok, zalo or other social networks.
Excellent communication skills both written and oral to communicate with students and parents
Demonstrated ability to serve clients and provide client-focused solutions.
Ability to collect, analyse and synthesise information into context and deliver solutions.

Benefits

Competitive gross salary starting from 22,948,000 VND in meeting all the key selection criteria.
13th month bonus + private medical insurance (for you and your dependents) + annual health check.
20 days annual leave plus 5 days paid leave Christmas closure, plus public holidays and paid sick leave.
Free use of onsite gym
Library on campus and online - access to RMIT Australia online library

To Apply

Please submit your CV and cover letter outlining your experience by clicking on the 'Apply now' link.

Applications Close:

24 thg 7 2023 11.59 pm

RMIT University Vietnam (RMIT Vietnam) is a campus of RMIT University. RMIT Vietnam is creating an innovative research, teaching and learning culture. We are committed to providing internationally recognised high-quality education and professional training for our students, clients and members of the community. As an internationally recognised Australian university based in Asia, RMIT Vietnam is assisting in the development of human resources capability in Vietnam and the region.

Thông tin chung

Ngày hết hạn: 13/08/2023
Thu nhập: starting from 22,948,000

Giới thiệu công ty Xem trang công ty

Đại học RMIT Việt Nam là chi nhánh tại châu Á của Đại học RMIT (đặt tại Melbourne) (link is external) - trường đại học lớn nhất của Úc. Trường giảng dạy các chương trình kinh doanh, kỹ thuật, và thiết kế, đồng thời tổ chức hàng loạt hoạt động ngoại khóa ấn tượng nhằm khuyến khích sinh viên mở rộng ...

Quy mô công ty

Từ 501 - 1000 nhân viên

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