Customer Service Intern

Company Description

At iQuery Australia, we believe that education should empower students to build careers based on their value systems. We support students in realizing their visions, going beyond just getting them into their chosen universities or institutions. iQuery connects Australia, Singapore, New Zealand, and India to foster meaningful, ethical, and sustainable collaborations with educational institutions. We strive to positively impact broad communities through these global partnerships.

Role Description

The Customer Service Intern will be responsible for providing customer support, ensuring customer satisfaction, and addressing customer inquiries. Daily tasks include answering phone calls and emails, resolving customer concerns, and providing information about services. The role also involves maintaining up-to-date customer records and ensuring the overall customer experience is positive.

Qualifications

• Interpersonal Skills and Communication skills
• Customer Service, Customer Support, and ensuring Customer Satisfaction
• Strong problem-solving ability and attention to detail
• Ability to work in a team and manage time effectively
• Experience in similar roles is a plus
• Fluency in English; additional language skills are advantageous

Responsibilities

• Responding to Inquiries: Must be adept at managing and responding to a wide range of questions and concerns from clients. Should be able to provide information about products, services, and company policies, ensuring that clients receive accurate and timely replies.
• Resolving Issues: Must be problem-solvers who handle client complaints and issues, working to resolve problems efficiently, striving to turn a negative experience into a positive one.
• Record Keeping: Should be able to maintain detailed records of client interactions is vital. This helps in tracking recurring issues, identifying trends, and improving service delivery. You will be required to log calls, update client profiles, and document resolutions in customer relationship management (CRM) systems.
• Providing Feedback: Should be able to gather valuable insights into client preferences and common issues and provide feedback to relevant departments to enhance product offerings and service delivery.
• Upselling and Cross-Selling: While the primary focus is on assisting clients, there is also an aspect of business involved. You should be able to identify opportunities to upsell or cross-sell products and services that might benefit the client, adding value to their purchases.
• Collaboration: Should be able to work closely with other teams, such as career guidance officers, referral partners, and B2B associates to ensure a cohesive approach to client service.

Required Skills

• Communication Skills: Exceptional verbal and written communication skills are crucial. Client Service Assistants must convey information clearly and concisely, whether over the phone, in person, or through written mediums.
• Active Listening: Understanding clients' needs and concerns requires attentive listening. This involves not just hearing but genuinely comprehending client queries and feedback.
• Problem-Solving Abilities: Quick thinking and a solution-oriented approach are imperative. Client Service Assistants need the ability to assess situations, identify issues, and implement effective resolutions promptly.
• Empathy: Demonstrating empathy helps in building rapport and trust with clients. Understanding and acknowledging client emotions can make interactions more positive and appreciative.
• Multitasking Skills: Handling multiple tasks concurrently without compromising on quality or efficiency is a valuable skill. Client Service Assistants often juggle various responsibilities simultaneously.
• Technical Proficiency: Familiarity with CRM software, email platforms, and other digital tools is essential. Basic computer skills are a prerequisite, but proficiency in specific client service technologies is highly beneficial.
• Patience: Client interactions can sometimes be challenging. Patience is vital when dealing with frustrated or irate clients to maintain composure and provide effective support.
• Attention to Detail: Ensuring accuracy in order processing, data entry, and communication prevents errors and enhances client trust.