QS is the world’s leading provider of services, analytics, insights and intelligence to the global higher education sector - supporting university excellence across the world. Our student recruitment and enrolment solutions enable universities and business schools to connect with talented individuals seeking to further their academic progress and career development. Our portfolio of professional services includes consultancy, student mobility and academic partnerships management, and branding solutions. We publish highly visible and influential rankings of international universities, including the QS World University Rankings® which reaches a global audience of hundreds of millions of people. Founded in 1990, our activities span across 50 countries, working with over 2000 of the world’s leading higher education institutions and over 12,000 employers. Headquartered in London, QS has over 650 employees globally with offices in 14 different countries, including Australia, Malaysia, India, Romania, Singapore, France, Germany and the USA. QS keeps growing organically, through acquisition and by recruiting top talent across key regions. **What inspires us** **?** At QS, our culture fosters a flexible working environment that encourages our employees to own their career whilst personally and professionally thriving. We collaborate, respect and support each other - and as a company, our values underpin these. Our mission is to empower motivated people around the world to fulfil their potential through higher education, and to ensure everyone has the same opportunity to achieve that potential. We celebrate the diversity of our teams and believe through sharing our experiences we can learn from one another and become stronger together, which enables us to achieve our goal. At QS, you’ll be responsible for implementing real change in the international higher education landscape, full of exciting and interesting challenges where you can drive positive impact across the business. **The Team and Role** **Role responsibilities** - Engage with current and prospective students and provide information and support services via all channels for enquiry, offer and retention management services. - Ensure that student enquiries are answered, concerns are addressed and resolved promptly and accurately, with a focus on case management, institution engagement and customer service. - Meet KPIs in relation to units of work and quality assurance. - Ensure that Quality Assurance (QA) standards are met, including accurate data entry and information capture as required. - Ensure that all services are delivered in line with client protocols - Liaise with internal and external stakeholders as required, developing effective working relationships to assist the delivery of services - Ensure client communication is maintained in a positive, constructive and professional manner **Key skills and experience** - A genuine interest in communicating with a wide range of people - Ability to demonstrate empathy, tolerance, patient and tact when speaking to students - Capacity to use active listening and open-ended questioning strategies to engage with students via phone - A student-service mentality - Confidence to be client facing and represent QS Student Success - A high level of customer service and initiative - Ability to perform well under pressure - Ability to manage personal time and meet established deadlines - Knowledge of Microsoft Suite - Previous experience in the education industry is preferred but not necessary