Admissions Customer Support Agent
ABOUT ALU ALU provides higher education for a higher purpose. Our students declare missions, not majors.They develop the real-world skills to take on the world’s most pressing challenges. And they take ownership of their learning from day one through our peer and student-led approach – because ALU believes in the power and agency of young people to start shaping the future right now.Together with a world-class faculty and staff, our students are igniting a ripple of positive impact across Africa and the world. We are dedicated to fostering an open yet secure environment, balancing the safety of students, staff, and visitors with respect for individual rights, and safeguarding responsibilities. HOW WE WORK The ALU Team works in starkly different ways to traditional academic bureaucracies. We approach education from first principles, empower individuals to design, test, and implement creative new ideas, and work closely together to craft transformative learning experiences. We are deeply passionate about our students and excited by the challenge of building something entirely new. The African Leadership University is committed to ensuring the safety and Well-being of all students under our care. As part of this commitment , we have a comprehensive safeguarding policy in place , which outlines our Zero-tolerance approach to any violation of safeguarding. ABOUT AGENT ROLES These are roles filled by experienced individuals who can contribute valuable expertise and complete specific, focused tasks. These roles are distinct from traditional internships in that they may not directly relate to a candidate's studies or long-term career goals. ABOUT THE ROLE The primary role of the Undergraduate Admissions Agent is to assist the Customer Support Associate in responding to applicant queries on Freshdesk as well as the general improvement of the Undergraduate application and admission experience. RESPONSIBILITIES Respond to applicant queries on Freshdesk within our stipulated SLA. Work closely with the Admissions Associate to ensure alignment of objectives to promote clear communication on Freshdesk. Assist the Undergraduate Admissions Team on assigned tasks such as reviews. Resolve student problems by clarifying the complaint; determining the cause of the problem; provide appropriate solutions and alternatives within the time limits; expediting the process where necessary and following up to ensure resolution. Support with marketing webinars and admissions workshops by co-hosting and host where necessary. Recommend potential courses on request to students by collecting their information and analyzing their current and future career needs. Build sustainable relationships of trust through open and interactive communication and meet target/call handling quotas. Keep records and prepare reports of interactions, processed students accounts, and documents. Go the extra mile to engage customers. Ensure the safety and well-being of all young persons and vulnerable adults with whom we deal, by adhering to ALU’s comprehensive safeguarding policy, maintaining a zero-tolerance approach to any violations of safeguarding standards. REQUIREMENTS Essential Excellent communication skills - written and verbal Excellent interpersonal skills Possess strong attention to detail and problem-solving skills Have a growth mindset - open to continuous learning and improvement Ability to multitask efficiently and perform repetitive tasks with a high degree of accuracy Comfortable working independently with minimal supervision Ability to manage multiple tasks and manage priorities Access to good/stable internet connection at all times. Experience with Salesforce is an advantage. Previous experience in customer support is an advantage. Fluency in English, French is an added advantage.