*Please note, this is a casual contract running from October 2024 - February 2025.*


About QS
QS is a global leader in higher education services. We are the data analytics, performance insight provider and intelligence partner supporting university excellence across the world. Our student recruitment and enrolment solutions enable universities and business schools to connect with talented individuals that are seeking to further their academic progress and career development. Our portfolio of professional services includes consultancy, student mobility and academic partnerships management, and branding solutions.


We publish highly visible and influential rankings of international universities, including the QS World University Rankings® which reaches a global audience of hundreds of millions of people. QS keeps growing organically, through acquisition and by recruiting top talent across key regions.


QS has a strong reputation and has been active in Australia and New Zealand for over twenty-five years as a data-insights partner and solutions provider to universities. We have in-country talents across service delivery and data-insights and we are looking at further in-market investments to meet client need.


What inspires us?
At QS, our culture fosters a flexible working environment that encourages our employees to own their career whilst personally and professionally thriving. We collaborate, respect, and support each other – and as a company, our values underpin these.


Our mission is to empower motivated people around the world to fulfil their potential through higher education, and to ensure everyone has the same opportunity to achieve that potential. We celebrate the diversity of our teams and believe through sharing our experiences we can learn from one another and become stronger together, which enables us to achieve our goal.


At QS, you’ll be responsible for implementing real change in the international higher education landscape, full of exciting and interesting challenges where you can drive positive impact across the business.


The role
The Student Enrolment Advisor is expected to be a brand ambassador for the client institution and deliver excellent, high quality customer service in ensuring that students receive a positive experience throughout all aspects of the enquiry, application and offer processes to encourage conversion.


You will be required to work on anywhere from 2-4 different higher education clients, where training will be provided accordingly. We expect flexibility and agility while working on various tasks, from inbound phone calls, outbound phone calls, emails, live chat and Whatsapp.


In this role, you are representing our high education clients and are expected to work in a professional manner, upholding high levels of customer service and collating student feedback for the business to use in data insights and reporting.


Our ideal candidate will have strong customer service experience and be a clear and confident communicator. While this experience is required, we are open to applications from all backgrounds as we are not looking for someone who necessarily ticks every box, but instead, a friendly individual with a passion and flair for their work. As a diverse and international community, we welcome and encourage applicants from all backgrounds.


The role is hybrid with 2 days a week in the Melbourne office.


Responsibilities:
Operations

• Provide effective communication at enquiry and offer stage where you are required to connect with, engage, support, and ultimately convert prospective students.
• Work as part of a team to plan, coordinate and deliver effective inbound or outbound campaigns that meet quality goals and client objectives.
• Effectively manage work queues to meet expected response time and quality goals.
• Ensure that company protocols and service level agreements are adhered to.
• Adhere to Client Protocols and best practices to ensure enquiries are promptly, professionally, and effectively always responded to
Manage all communication channels effectively including phone, email, social media channels and others, while focusing on high quality customer service and conversion.

Quality

• Ensure that data capture and reporting requirements are completed effectively
Meet quality and compliance daily. You are required to receive at least 90% pass on quality assurance check each month.

Key Performance Indicators

• Each team member must meet an average target of work each day. There are minimum targets for all types of tasks.
• Meet quality and compliance daily. You are required to receive at least 90% pass on quality assurance check each month.
• You must ensure an average customer service response of 5/6
• Ensuring that you are handling calls within 30 second queue times and hold times are no longer than 60 seconds. Wrap up time for phone calls must be no more than 3 minutes and you are expected to handle anywhere from 20-60 inbound phone calls in a day.
• Responding to emails within a 2-business day turn around time with accurate information, meeting data entry requirements
Meet quality and compliance daily. You are required to receive at least 90% pass on quality assurance check each month

A few things that make QS a great place to work include:

• Competitive package
• Flexible working
• Vibrant social environment, multicultural and strong team spirit.
Strong recognition and reward programs – peer recognition platform, quarterly and annual awards, incentive scheme.

QS Quacquarelli Symonds is proud to be a fair and equal organisation where everyone has the same opportunity to achieve their full potential, irrespective of their background or personal attributes. We celebrate our diversity and believe through sharing our experiences we can learn from one another, be stronger together, and enable our business to thrive.