Client Services Executive (Hybrid)
We are looking for an ambitious Client Services Executive for our Middle East & North Africa region with a keen interest in international education, which wishes to contribute in achieving our ambitious sales targets. You will have the opportunity to speak with agents from Middle East and North Africa. Your role will involve managing all related administrative tasks and business processes to complete the booking processes. In addition you will be involved in looking after and growing the agent relationships in order to maximise the revenue generation and growth.
Manage adult and young learner individual, as well as group bookings for your region, through email, telephone, Skype and WhatsApp within the agreed SLA period, ensure that payment and visas are received on time and all customer queries are answered promptly
Be the primary contact, responding to all enquiries and following up on sales leads to provide further information
Keep in regular contact with students and agents to drive retention, cross-sell or upsell additional services and prevent cancellation
Manage customer data and processes through CLASS, Salesforce and other systems
Manage customer expectations and complaints, resolve issues and complaints quickly to the satisfaction of the agent/customer
Update sales colleagues on issues which may affect the client relationship.
Ensure that refunds are processed promptly and correctly
Support colleagues in the team and help them out with administrative tasks during a busy period and cover their work while they out on holiday or off sick.
Support school personnel during the bookings process and with any other after care needed until the student leaves the school
Build knowledge of agents develop strong relationships with counsellors, to ensure that KIE is an agent’s first-choice provider across multiple school locations
You will be passionate about international education, fluent in English (written and spoken) and have a good cultural understanding of the MENA region. In addition fluency in Gulf Arabic would be great, but not a must.
You will be performance driven and enjoy the challenge of a busy, international, multi-lingual and fast-paced office environment. You will have had some experience providing administrative support in a corporate sales environment and be comfortable working to tight deadlines while managing competing priorities.
Salary, benefits and working schedule
This is a full-time position with a competitive base salary. We offer an induction, on-going coaching and training in Salesforce and other systems. Opportunities for career progression include positions as team managers or within our direct and agent sales teams.
Working hours are shifts from Monday to Friday between the hours of 08:00 am to 08:00 pm (i.e. 09:00 am to 5:30 pm or 10:00 am to 6:30 pm etc…depending on time of the year) with one Saturday a month. Please note that some flexibility is required in working hours aligned to the territory.
Our benefits include childcare vouchers, a dental cash plan, cycle to work scheme, advantage discount scheme, and a subsidized café with free coffee and tea.
Are you the one we’re looking for? Apply now by filling out our online application form. Be sure to include your CV and covering letter telling us why you believe you are suitable for this role. Closing date: 30th September 2021.
Kaplan International is an equal opportunities employer and welcomes applications from all sections of the community.
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