The Digital Engagement Advocate, Digital Engagement Center is responsible for appointments and Visitations to Taylor’s University and Taylor’s College. He/she is accountable for achieving team and individual sales targets by delivering quality solutions to prospective students and parents via all digital engagement channels (Phone, social media, Live Chat, Email, Sleekflow) using integrated 21st Century CRM technology. That includes all Leads from all Channels.
KEY RESULT AREAS / RESPONSIBILITIES
Grow Enrolment
Responsible for Taylor’s Higher Education (New Local, International, Transfer, Progression, Sponsored and Postgraduate) outbound and inbound digital engagement to all prospective students and parents, and assisting in enrolment-related activities if needed.
Accountable for managing your performance in achieving team and individual Appointment and Visitation Target and Growth by annual and cycle.
Provide counseling advice and relevant information to prospective and existing students and parents of Taylor’s University and Taylor’s College through all digital engagement channels.
Follow up with prospective students and parents for sales conversion via all digital engagement channels.
Wow Student Experience
Ensure that excellent customer service is always provided to new prospective students and parents through all digital engagement channels.
Expand best practices in engaging prospective students and parents via all relevant channels.
Ensure timely responses to all enrolment-related requests by prospective students and parents through all digital engagement channels.
Cost Leadership
Perform outbound and inbound digital engagement through improving individual Appointment and visitation conversion, efficiency, and productivity.
Assist in the preparation of the meeting deck, or any business performance updates, relevant reports, as and when requested/assigned by the Assistant Manager.
Manage the engagement of Student Ambassadors.
High Performance
Organization
Ensure that all prospective students' information is accurately maintained and updated in Taylor's CRM system.
Driving Appointments & Visitations by engaging prospects, understanding their needs, and delivering quality solutions to our clients’ higher education needs, via various channels (Phone, WhatsApp, social media, Live Chat, Email, Sleekflow) using integrated 21st Century CRM technology.
Manage digital engagement roles and responsibilities with the team.
Monitor customer feedback and improve service quality.
Coordinate meetings, staffing requirements, and staff briefings.
Ensure clear and consistent communication within the Digital Engagement Center team
Monitor quality assurance processes to ensure consistency and effectiveness in digital engagement interactions.
* The role may be required to undertake other projects / evolve according to the function’s needs or the organization’s direction at the discretion of the Head.
JOB SPECIFICATIONS
Minimum Qualifications
Diploma in Business Management / Marketing / Communications or other management-related discipline.
Degree is preferred.
Related Experience
At least two (2) years of working experience in any form of sales.
Telesales / Telemarketing experience is preferred.
Fresh Graduate is encouraged to apply.
Competencies (Knowledge, Skills and Abilities)
Profession-Related
Foundational Competencies
Strong Selling and Counseling capabilities.
Strong Customer Service experience.
Digital / Telesales management & processes.
Familiar with Sales Tools, Processes, and Technologies.
Familiar with Higher Education products, customer profiling, and competitor profiling.
Proficient in English, Bahasa Malaysia, and Mandarin (spoken and written) to effectively communicate with a diverse range of stakeholders and clients.
Knowledge and skills in using computer software. E.g. (Microsoft software applications/Salesforce)
Strong AMP
Attitude - Value driven & good work ethics.
Motivation - Highly self-motivated in achieving results.
Passion - Highly interested in the broader purpose of Higher Education and its impact on society.
Sales Driven - passionate in delivering results through effective sales methodologies.
Data-driven and analytical in planning and decision making.
Excellentpresentation,communication,andpeople
management skills and inclusive counseling skills.
Team Player. Experience working across levels in broad and complex organizations and believes in achieving results through collaboration.
Conflict Management – Ability to manage by identifying and handling conflicts in a sensible, fair and efficient manner.
Willing to work beyond normal working hours and during weekends.
