Applicant Support Advisor

Job Description

Location: Nepal/Remote

Job purpose

The postholder will play a key role in driving conversion activities to support offer holders throughout their decision-making journey, with the ultimate goal of increasing enrolments and achieving targets. This position involves delivering high-quality support and guidance to students during the offer process, ensuring a seamless transition from offer to enrolment.

Key responsibilities include proactive follow-up with applicants and collaboration with internal and external stakeholders to maximize conversion rates and ensure successful outcomes.

As a sales and customer service role, the postholder will be responsible for executing daily conversion activities across various communication channels, including phone, WhatsApp, email, live chat, social media, and other platforms. This multifaceted approach aims to engage enquirers and offer holders effectively, providing the support needed to guide them through every stage of their enrolment journey.

Main Duties and Responsibilities

Daily Conversion Activities:

• Conduct daily conversion activities aimed at influencing offer holders to choose one of our preferred partners for their studies.
• Focus on achieving individual conversion targets for key stages of the applicant journey, including enquiry to application, conditional to unconditional offer, unconditional to deposit, deposit to CAS, PAL and I20 and subsequent stages leading to enrolment.

Customer Service Excellence:

• Deliver outstanding customer service by adhering to daily SLA agreements with offer holders and stakeholders, ensuring prompt and effective follow-up communication.
• Strive for First Contact Resolution (FCR) when handling customer queries to ensure efficiency and satisfaction.

Collaboration and Coordination:

• Work closely with Admissions and the GRT team to ensure a seamless customer journey from offer acceptance to enrolment.
• Implement and execute regional conversion plans, collaborating effectively with regional counterparts to achieve goals.

Innovation and Campaign Development:

• Contribute to the development of innovative ideas for campaigns, workflows, and messaging to enhance individual and team performance.
• Lead and coordinate ad hoc conversion activities for the assigned region, ensuring alignment with partner university deadlines.

Pipeline and Performance Monitoring:

• Regularly review and monitor pipelines, acceptance rates, and enrolment reports to ensure performance targets and KPIs are met.
• Assign RAG (Red, Amber, Green) status updates to applicants and log these accurately in the required systems, demonstrating confidence in lead assignment.

Expertise Development:

• Build a comprehensive understanding of admission entry requirements, processes, and programme offerings for all partner universities.
• Maintain up-to-date knowledge of UK / North America / USA AND Australia immigration policies and university entry requirements to provide accurate guidance.

Communication and Stakeholder Engagement:

• Effectively listen, address objections, and offer alternative recommendations to maximize deposits and enrolments.
• Interpret complex business intelligence, such as reports, dashboards, and qualitative data, and communicate insights to stakeholders at all levels.

Administrative Responsibilities:

• Perform administrative tasks related to the role, ensuring proficiency in using relevant systems.
• Execute additional duties as required, commensurate with the role’s responsibilities.

Person Specifications

Statutory requirements

• Eligibility to live and work in location and speak native language fluently

Qualifications

• Undergraduate degree
• Overseas Degree

Experience and knowledge

• Experience of working in a customer and sales focused environment ideally in International Education.
• Experience of working in a fast-paced, commercial environment.
• Experience of working towards achieving and exceeding sales targets.
• Experience ideally in International Education for the USA, Canada and Australia market.

Skills and abilities

• Ability to work well under pressure in a fast-paced target driven, service focused environment. Results orientated and self-motivated.
• Excellent written and verbal communication skills in English.
• Ability to present convincingly and enthusiastically to a range of offer holders, enquirers, parents and other relevant stakeholders.
• Ability to work on own initiative and unsupervised whilst contributing as a member of a team. Excellent organisational, planning, and interpersonal skills.
• Excellent attention to detail
• Numerate and a competent Microsoft Office user (Excel, outlook)
• Expert in building relationships; in particular, with customers. As you’ll be nurturing a sales pipeline of offer holders, show empathy and be able to deal with people from a range of nationalities and cultures.
• Ability to analyse data, provide reports and to propose corrective action.
• An understanding of UKVI

Personal qualities

• Adopts a collaborative approach to working.
• Flexible and responds positively to new challenges, seeking solutions.
• Strong cultural awareness and knowledge

This job description is provided as a guide to the role. It is not intended to be an exhaustive description of duties and responsibilities and may be subject to periodic revision.

Oxford International is committed to safeguarding and promoting the welfare of children. Recruitment checks, including checks with past employees, are undertaken in accordance with our Recruitment and Selection policy.

Oxford International is an equal opportunity employer. Every applicant and employee has the same opportunities regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status