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Client Services Executive (Italy)

Client Services Executive (Italy)

Posted 10 September by Kaplan International
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The Client Services Executive is responsible for delivering an exceptional customer experience to our agents and direct customers in Italy, which reflects KIE’s positioning as the 'premium’ and 'academic’ choice.

About Us
Kaplan International English a world leading group of English language schools with a network of 43 schools in some of the world’s most desirable destinations - from San Diego to New York, from London to Sydney. Our students study from 2 weeks up to a full academic year and we are proud to welcome language learners from over 100 countries, ensuring a great cosmopolitan mix in our classrooms across the globe.

As a Client Services Executive, you will:

• Manage bookings through telephone and email within the agreed SLA period, ensure that payment and visas are received on time and all customer queries are answered promptly

• Following up on sales leads to gauge level of interest and 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

• Resolve issues and complaints quickly to the satisfaction of the agent/customer, escalating where needed to the relevant line managers

• Ensure that refunds arising from course curtailments 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.

• Update sales colleagues on issues which may affect the client relationship.

• Support school personnel in the schools 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

• Manage customer expectations and complaints, by acting as the primary contact responding to all enquiries within 48 hours and liaising where appropriate with internal departments.

• Assist the sales manager in signing up/setting up new agents

• Stay up to date with competitors and changes within the marketplace

Agent Customer Service

• Meet 12-hour turn-around time for enquiries from key agents and 24-hour turn-around time in summer high season for all other agents

• Complete change/extension/curtailment requests within 12 hours for key agents and 24 hours for all other agents

• Achieve 95% completion rate for arrival details, minors’ documents, private accommodation addresses and passport numbers by the Wednesday preceding arrival date

• Follow up on all problems and complaints and ensure they are responded to within 12 hours

• Build knowledge of agents ' business, stay up to date with competitors and market changes

• Develop strong relationships with counsellors to ensure that KIE is an agent’s firstchoice provider across multiple school locations

• Manage customer expectations and complaints, by acting as the primary contact responding to all enquiries within 24 hours and liaising where appropriate with internal departments.

• Assist the sales manager in signing up/setting up new agents

Person Description

Skills

• Customer service skills

• Excellent data entry skills with high attention to detail

• Time management skills

• Very good level of PC literacy (MS outlook, Word and Excel)

• Communication and interpersonal skills

• Fluent in English and Italian

• Excellent written English and Italian

• Ability to quickly pick up and apply knowledge Kaplan International English’s products, locations and services

Attributes

• Quality focus

• Eager to learn

• Resilient and positive

• Strong organisational skills

• Customer focus

• Quick to build rapport

• Tactful and diplomatic

• Skilled at identifying and understanding customer needs

• High level of self-motivation and initiative

• Ability to work well in a team

• Ability to prioritise a busy workload and multitask

• Strong relationship building skills

• Good at sharing knowledge and information

• Cool head under pressure

• Problem Solving

• Punctuality

• Willingness to work out of hours, if and when require

• Adaptability

Applications: Please apply with your CV and Covering Letter by 21st September 2018

Reference: 36073257

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