Customer Service Representative (CSR)
Championing Student Support and Driving Enrolment Success
Position Summary
We are seeking a proactive, articulate, and target-driven Customer Service Representative to become a vital part of our student engagement and support function. This role is suited to an individual who thrives in high-performance environments, maintains an unwavering focus on customer satisfaction, and is confident in both communication and commercial strategy.
The successful candidate will be responsible for delivering exceptional service to prospective learners, acting as the first point of contact across phone, email, and live chat. Beyond handling enquiries and resolving issues, the CSR will play a strategic role in guiding students through the enrolment process, identifying opportunities for upselling, and directly contributing to the achievement of daily, weekly, and monthly sales targets.
You will combine outstanding interpersonal skills with a keen analytical mindset, ensuring each interaction is tailored, effective, and aligned with our broader business objectives.
About the Organisation
We are a leading online college committed to widening access to high-quality education. Our institution is built upon a foundation of innovation, learner support, and a belief that education should be both rigorous and inclusive. As a CSR, you will directly contribute to our mission by supporting prospective students on their journey from enquiry to enrolment, ensuring a seamless and empowering experience.
Key Responsibilities
- Serve as the first point of contact for prospective learners via phone, email, and live chat
- Accurately present course information, eligibility criteria, and institutional policies
- Proactively guide individuals through the enrolment process, ensuring clarity and confidence
- Achieve or exceed defined performance metrics, including enrolment targets and customer satisfaction scores
- Conduct needs analysis to recommend appropriate courses and services
- Engage in strategic upselling of complementary products where appropriate
- Maintain meticulous records of all interactions using internal CRM and data-entry systems
- Collaborate with internal teams to improve service efficiency and enrolment conversion
- Conduct follow-up communications to close leads and ensure full resolution of queries
Job Type: Full-time
Pay: From £25,000.00 per year
Additional pay:
- Bonus scheme
- Performance bonus
Schedule:
- 8 hour shift
Education:
- GCSE or equivalent (preferred)
Experience:
- customer service: 1 year (required)
Work Location: In person
Reference ID: OXB25/02