This is an unpaid volunteer position

About this opening:

Commitment: approx. 20 hrs a week

Overview Of The Role: The Student Support Centre Agent is responsible for enhancing the student journey across various channels by building positive relationships with students and reinforcing trust. The role focuses on resolving student inquiries swiftly and effectively, ensuring high levels of satisfaction and engagement.

What You Will Do:

• Ensure all student cases are accurately logged in the CRM system for proper follow-up and reliable data reporting.
• Respond to and resolve all students emails and social media complaints within 24 hours of receipt.
• Adhere to departmental action plans to continuously improve student experience and ensure a consistent service approach.
• Communicate with students in a professional, friendly, and empathetic manner to ensure a consistent and positive brand experience.
• Actively highlight serious escalations to leadership and the resolution team, ensuring timely visibility of critical issues.
• Share relevant student feedback to enable prompt corrective actions and drive service improvement.
• Participate in assurance (QA) processes taking ownership in quality evaluation.

Skillset/Experience:

• Must have taken a prior course with i3 or volunteered with i3 in another capacity.
• Exceptional communication skills with ability to engage effectively with students.
• Proficiency in CRM software or equivalent platforms for managing and documenting students cases.
• Strong problem-solving skills with a focus on First Call Resolution.
• Empathy and patience when dealing with all types of student interactions.
• Prior experience in customer service, preferably in a retail environment or B2C is required.
• High attention to detail with the ability to manage multiple tasks and priorities.
• Strong coordination and follow up skills in a fast paced environment.
• • Adhere to Al-Ezz Academy SOPs, QHSE policies, and safety standards at all times.
• Ability to work collaboratively with cross functional teams.