Customer Experience Agent

Business Development · Johannesburg, Gauteng
Department Business Development
Employment Type Fixed-Term
Minimum Experience Entry-level

Instill’s mission is to transform teaching, learning and leadership in every classroom on the African continent. We believe that the greatest levers for change in the education system are teachers and school leaders. We have recently been accredited as a higher education institution in South Africa, and seek to build a team that will change the face of teacher education across the continent. We’re looking for a Customer Experience Agent to join our small and growing team to ensure the success of our first cohorts of student-teachers. 

What makes you a great candidate?  

You are ambitious, hungry to learn and have a deep passion for education. You want to work in a fast-paced business environment and grow with a young organisation that seeks to change the face of education across the African continent. You want to learn how a start-up works by getting your hands dirty, and getting involved in every aspect of the business. You are excited by the challenge of immersing yourself in new contexts and tackling complex problems. You are not afraid of failure and are driven to improve through robust, data-driven decision making and feedback. When evaluating your candidacy, we will look for the following:

  • Demonstrated commitment to anti-racism, equity, and inclusion
  • You have the ambition to grow with the business and move into leadership positions
  • You are an exceptional critical thinker with strong interpersonal communication skills
  • You have a demonstrated passion for educational development, closing educational equity gaps, and are strongly aligned with our vision, mission and values

What does role entail?

As the Customer Experience Agent, you will be responsible for acting as a liaison between Instill Education and prospective clients. The Customer Service Agent’s role is centred around providing a customer experience that is intended to build brand connection between the prospective client and Instill Education. 

  • Manage large amounts of outbound communication in a timely manner
  • Initiate outbound communication with potential clients via multiple communication channels including whatsapp, email, telephone and the in-house CRM platform
  • Draft and implement communication “scripts” to use when engaging with potential clients  
  • Collect and evaluate potential client information and evaluate sales opportunities
  • Build sustainable brand connection relationships and engage customers by taking the extra mile
  • Keep records of all conversations in our call centre database in a confidential and comprehensible way
  • Attend educational seminars/training to improve knowledge and performance level - as needed 
  • Meet personal/team qualitative and quantitative targets

Selection Criteria:

  • An nqf level 5 qualification 
  • At Least 2 years experience in a similar role, preferably in a sales environment 
  • Experience using G Suite an added advantage
  • Strong phone and verbal communication along with active listening skills
  • Commitment to excellence in the provision of service to staff and students 

Anticipated start: 1 January 2023

Location:  Johannesburg, South Africa

Do our values resonate with yours?

We measure the impact of everything we do. We believe that education equity is a central pillar of achieving social justice. We pursue excellence in everything that we do. We have the courage to make bold decisions and learn from our mistakes. We build community by being accountable for our actions, fostering collaborative environments, and acting with integrity and humility. We believe that diversity is central to our success.

Thank You

Your application was submitted successfully.

  • Location
    Johannesburg, Gauteng
  • Department
    Business Development
  • Employment Type
  • Minimum Experience