Call Center Agent

Qualifications & experience

1. 
   
2. Bachelor’s degree in Marketing, Business Administration, Public Relations, Education, or a related field.
   
3. Minimum of 1–2 years’ experience in a call centre, admissions, or customer service role.
   
4. Experience in higher education is an added advantage.
   
5. Proficiency in CRM systems and Microsoft Office applications.
   
6. Excellent verbal and written communication skills.
   

1. Student Engagement & Inquiry Management

1. 
   
2. Handle inbound and outbound calls, emails, WhatsApp, social media, and walk-in inquiries.
   
3. Provide accurate information on academic programs, entry requirements, tuition fees, scholarships, and student services.
   
4. Guide prospective students through the admissions and registration process.
   
5. Follow up on incomplete applications to improve conversion rates.
   
6. Escalate complex academic matters to Faculties or the Academic Registrar where necessary.
   

2. Recruitment & Conversion Support

1. 
   
2. Generate and track leads using the University’s CRM/admissions system.
   
3. Conduct proactive follow-ups to convert inquiries into applications and enrollments.
   
4. Support marketing campaigns, exhibitions, school visits, and open days.
   
5. Contribute toward achieving enrollment targets and departmental KPIs.
   

3. Systems, Reporting & Compliance

1. 
   
2. Maintain accurate records of all interactions and inquiries.
   
3. Generate periodic reports on inquiry volumes and conversion performance.
   
4. Ensure compliance with the Data Protection and Privacy Act, 2019 in handling student information.
   
5. Uphold confidentiality and professional standards at all times.