Customer Service Advisor

Customer Service Advisor

This role is with KLG, a global leader in international education. KLG is now owned by Inspirit Capital and continues to deliver world-class educational experiences through its international network of schools and university partners.

Kaplan Languages Group (KLG) is a world-class language education platform operating over 20 schools across 8 countries. We deliver premium academic, professional, and language travel programmes to students from over 140 countries. At KLG, we combine education with financial excellence to support our international growth.

To provide support student recruitment from Latin America. Must be outgoing, results-oriented, have a good understanding of international recruitment within the education sector, and able to demonstrate an awareness of at least one major overseas market.   

 

Key job responsibilities include:

 

• Assist in administrative process, update and maintain policies and procedures, referrals, payments, database. 

• Handle administrative requests and queries from Account and Regional managers. 

• Systematically and proactively managing agent bookings, both telephone and email communication in Spanish and English 

• Building and maintaining strong relationships with agents and our customer services team. 

• Utilising Salesforce CRM System as well as various internal systems and databases to manage bookings and groups referrals. 

• Dealing effectively with challenges, resolving complaints, escalating issues to the relevant line managers and providing ongoing customer support. 

• Managing cancellations & postponements; 

• Supporting the Account and Regional Manager for the region. 

• Demonstrating an excellent knowledge of Kaplan International products. 

• To meet and exceed our Key Performance Indicators (KPIs) 

• Manage sales pipeline to achieve team sales targets and drive results. 

• Prepare and provide quotes developing relationships of both new and existing partners.  

 

Qualifications

Minimum Qualifications    

 

• Requires 2-5 years related experience   

• A true hunter, hungry for new deals and opportunities to drive growth either directly or towards team targets,  

• Be comfortable working to tight deadlines while managing competing priorities  

• Bilingual proficiency in English (C1) 

• Exceptional interpersonal and communication skills  

• Ability to multi-task, prioritize and manage time effectively  

• Ability to work under pressure and hard when required, and through customer objections  

• Competent computer skills  

• Bachelor’s degree or equivalent