Join the Ripple Group as a Dynamic Contact Centre Agent
Are you passionate about providing top-notch support and creating exceptional student experiences? Do you thrive in a fast-paced, omni-channel call centre environment? If so, we have the perfect opportunity for you
About Us:
At the Ripple Group, we pride ourselves on delivering outstanding support services to students at Open Colleges and Alffie. Our mission is to ensure every student feels heard, valued, and supported throughout their educational journey.
The Role:
As a Contact Centre Agent (12-month Maternity leave), you will be an essential part of our team, handling various communication channels, including inbound and outbound calls, emails, chat requests, and SMS inquiries. You'll be working in a dynamic, omni-channel call centre environment, ensuring our students receive consistent, high-quality support and delivering student retention outcomes through providing exceptional customer experiences.
You will be required to attend face-to-face training at our Southbank Head Office in Melbourne (fully paid) for 4 weeks. Work-from-home (hybrid) arrangements apply after the training period (3 days on-site and 2 days from home).
Please note: We cannot provide any time off during the 4-week training period.
This role is Monday - Friday, and availability is required between 9 am and 9 pm for a 7.35-hour shift and a 4-hour Saturday shift, 10.00 am to 2.00 pm. (rotating roster).
Key Responsibilities:
* Provide student retention outcomes.
* You will need to demonstrate strong customer service skills.
* Ability to manage high volume inbound/outbound calls, chat, e-mails and work to KPIs.
* Ability to manage complaints and deal with challenging customer conversations empathetically and equitably.
* Be able to navigate multiple computer systems and software.
* Possess a resilient, courageous attitude with the ability to problem solve.
What We're Looking For:
* Experience: Minimum of 1-2 years in a fast-paced call centre environment, preferably in an omni-channel setting.
* Skills: Proficiency in CRM systems, call centre software, and other relevant technology. Excellent verbal and written communication skills. Strong organisational skills and attention to detail.
* Attributes: Ability to manage multiple tasks simultaneously, work independently and as part of a team, and adapt to different working environments and schedules.
Why Join Us?
* Be Part of a Team: Collaborate with a supportive and dynamic team dedicated to making a difference in students' lives.
* Continuous Growth: Engage in ongoing training and development to enhance your skills.
* Make an Impact: Play a crucial role in ensuring students have a positive and seamless experience with Open Colleges and Alffie.
Apply now and join us in creating exceptional student experiences