About the role:
We have an exciting opportunity for a Customer Service Officer/Sales Executive to join our vibrant team at our Wellington campus in a full time, permanent role commencing April 2019. 

In this role you will be responsible for delivering excellent customer service & ensuring all classes are filled by set targets and student enrolments are processed accurately, whilst meeting all legal requirements. 

Key Responsibilities
• Initial and follow up enquiries are managed effectively within the set time frames
• Ensuring all new enrolments meet the required eligibility criteria
• Achieving the set annual targets for domestic and STAR classroom sales
• Following all marketing procedures to ensure our full-time courses are promoted effectively to prospective students
• All student enrolment paperwork is processed accurately and adheres to compliance requirements including TEC rules, Code of Practice, company policies
• Student fees are collected and managed efficiently within one month of course start dates
• General reception duties are managed in a timely manner to support the needs of the campus.
• The manager is supported with general administration tasks to a high standard with confidentiality being maintained.
• Our customers are supported with general enquiries and rate their satisfaction with administration at a 4 out of 5 or higher
• Supports the values of the organisation and actively demonstrates understanding

Skills/Experience:
• A proven track record in sales with a minimum of 2-3 years’ experience
• A proven track record in administration/customer service with a minimum of 1-year full-time employment preferred
• Experience in the beauty therapy or makeup industry (preferred but not essential) 
• Experience in student services preferred but not essential
• Self-motivated, energetic and friendly with excellent personal presentation
• Outstanding customer service & telephone manner
• Strong attention to detail
• Proven ability to prioritise tasks and manage time effectively and efficiently

Company
Elite School of Beauty and Spa
Type
Full Time from April 1st, 2019
Description
Sales Executive / Customer Services Officer 
Job Description 
To deliver excellent customer service & ensure all classes are filled by set targets and student enrolments are processed accurately, whilst meeting all legal requirements. 

Reporting to:  Campus Manager 
Functional Relationships with: National Sales Support, Head of Training, Trainers, National Sales Executive,  General Manager (Cut Above & Elite) National Sales Manager (NZST) 
Duties and responsibilities: 
The key performance areas for the Sales Executive/Customer Services Officer (CSO) are:
  • Initial and follow up enquiries are managed effectively within the set time frames
  • Ensuring all new enrolments meet the required eligibility criteria
  • Achieving the set annual targets for domestic and STAR classroom sales
  • Following all marketing procedures to ensure our full-time courses are promoted effectively to prospective students
  • All student enrolment paperwork is processed accurately and adheres to compliance requirements including TEC rules, Code of Practice, company policies
  • Student fees are collected and managed efficiently within one month of course start dates
  • General reception duties are managed in a timely manner to support the needs of the campus.
  • The manager is supported with general administration tasks to a high standard with confidentiality being maintained.
  • Our customers are supported with general enquiries and rate their satisfaction with administration at a 4 out of 5 or higher
  • Supports the values of the organisation and actively demonstrates understanding
Within these key performance areas there are a range of duties which include (but are not limited to): 

Initial and follow up enquiries are managed effectively within the set time frames 
Responding to all incoming enquiries from prospective students (phone, email, web, text) within 24 hours
Managing all follow up enquiries within 48 hours
Website for text enquiries is managed effectively
Enquiries are entered into Take 2 accurately and in a timely manner following the standard company procedures
Prospectus and enrolment information is sent to all students who request it within 24 hours
Interview times, open day invitations and/or campus tours are offered to all prospects
All prospects are directed to the website for further information
All prospects are invited to join our social media networks
In-house database (Take 2) follow-up system is used and managed effectively 

Ensuring all new enrolments meet the required eligibility criteria 
  • Evidence is collected for proof of citizenship and age
  • Evidence is collected for proof of academic ability required
  • Fast-track/Enrolment pool policy is followed as per company procedure
  • Pre-entry tests are completed and assessed accurately and in line with company procedure
  • Evidence of eligibility in terms of visas, English language capability etc for international students is collected in conjunction with ACG Recruitment
  • Regulations set out in the Code of Practice are strictly adhered to
Achieving the set annual targets for domestic and STAR classroom sales 
  • All classes are filled to meet target
  • All students are offered the opportunity to pathway to a higher level qualification
  • Plan and manage STAR taster dates throughout the year with the CM
  • STAR classroom courses are marketed to local secondary schools
  • Follow up is completed with secondary schools to market STAR classroom courses
Following our marketing procedures to ensure our courses (full-time and taster days) are promoted effectively to prospective students  
  • Run open days in accordance with national dates
  • Attend and run career expos in the local regional area if required in conjunction with National Sales Executive
  • Attend regional expos if the National Sales Executive is unavailable
  • Ensure all promotional material (including the most current sales PowerPoint presentation) created by Head Office is used effectively and in line with company procedures and policies
  • Visit local secondary school classes and run info sessions during the quiet season as appropriate for your brand
  • Maintain contact with schools (Careers Advisors) in conjunction with National Sales Executive eg. invite them on to campus
  • Manage school database in the CRM system
  • Manage stock of promotional material
  • An ‘industry talk’ or ‘marketing pitch’ is completed to all students enrolled in a STAR classroom course, promoting full-time study
All student enrolment paperwork is processed accurately and adheres to compliance requirements 

The sales procedures manual is followed
Any new policies advised by head office are adhered to
A strong understanding of TEC rules applicable to the role is maintained
Strictly adhering to all TEC rules
  • Advising Head Office of any procedure that may be going against a TEC rule or company policy
  • A strong understanding of the sections in the Code of Practice for international students that are relevant to this position is maintained
  • The Code of Practice is strictly adhered to for all international student enrolments
  • Ensuring enrolment forms are valid by having them completed in full and signed by all relevant parties
  • Checking all eligibility criteria is accurate including our own internal policies and the verification of entitlement to government funding criteria (e.g. Youth Guarantee, SAC funding rules etc)
  • Identification and evidence of prior learning is collected and copies kept on file
  • All qualifying evidence is kept on file
  • All additional paperwork relating  to compliance needs are kept on file (e.g. international student needs)
  • Confirmation letters and invoices are issued accurately
  • Enrolments are processed accurately in the student management system and align with paperwork
  • Enrolling students in Take 2
  • Creating NSI numbers
  • Processing withdrawals with StudyLink
  • International student files comply with the regulations set out in the Code of Practice
  • All applicable TEC rules and company policies are strictly adhered to

  • Student fees are collected and managed efficiently within one month of course start dates 
    • ACG Trust accounts are created and align with student enrolment information
    • Deposits are collected and banked for all student enrolments
    • Assisting students with StudyLink Applications
    • Processing VOS and following up on student debt in line with company procedures and policies
    • Exception (error) reports are managed efficiently
    • All student fees are managed with the correct compliance arrangements set by the company policies and ACG Trust
    General reception duties are managed in a timely manner to support the needs of the campus.  
    • All telephone calls are answered promptly and handled professionally
    • Student learning resources are ordered and managed efficiently
    • General office supplies for the campus are ordered and stock take is maintained
    • General administration duties relating are completed within campus policies and procedures such as:  Photocopying, Binding, Printing certificates and result notices, entering attendance records, collecting and sorting mail
    • All visitors and students are greeted in a welcoming, positive manner and are assisted with any queries regarding the campus or courses.
    • Any other duties required to ensure the administration area maintains a high level of service to all guests and customers
    The manager is supported with general administration tasks to a high standard with confidentiality being maintained.  
    • Expense claims, credit card returns and petty cash handled
    • General administration support as required
    • Banking requirements are managed and comply with company policies and procedures
    • Be employment focussed with students at all times and support all employment initiatives of the business
    • Any other duty the Campus Manager requires
    Our customers are supported with general enquiries and rate their satisfaction with administration at a 4 out of 5 or higher 
    • Supporting our students with all enquiries by managing them or guiding them to the right person
    • Managing the student cafe kitchen rosters and following up with classes on duty
    • Any additional duties required to ensure high customer service levels are maintained
    Supports the values of the organisation and actively demonstrates understanding 
    Act Positively
    Drive Innovation
    Pursue Excellence
    Have Fun
    Demonstrate Integrity
    Develop People

    Starting Salary 
    $45,250 p.a. (out of Auckland) plus Kiwisaver if applicable $46,608 p.a. (Auckland) plus Kiwisaver if applicable 
    If meeting KPIs: 
    Non-Auckland  
    1st Anniversary $47,000 pa plus Bonus
    2nd Anniversary $48,000 pa plus Bonus
    3rd Anniversary $49,000 pa plus Bonus

    Auckland 
    1st Anniversary  $48,410 pa plus Bonus
    2nd Anniversary $49,440 pa plus Bonus
    3rd Anniversary $50,470 pa plus Bonus

    (plus Kiwisaver if applicable)
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