Sales & Service Consultant

  • 700 Collins St, Docklands VIC 3008, Australia
  • Full-time

Company Description

It's an exciting time to be part of Open Universities Australia (OUA) – Australia’s leading marketplace for online university study. OUA was created by the Australian government to make sure everyone has a chance to study at university, regardless of previous education, their location, or age.  As a not-for-profit company, we have helped more than 450,000 students from all walks of life study with 20+ top Australian universities. 

Job Description

We are looking for people who can become trusted Student Advisors who will help OUA students make the right decisions for their future. We're open to both full-time and part-time work schedules.

You’ll be part of a cross-functional teams of about 10 Advisors.  Every team has a blend of different skills including inbound, outbound, and messaging/chat.  You’ll handle all sorts of scenarios including enrolments/sales, customer service and support.  While we each tend to have some specialisation, it’s great to support each other and swap things around based on the demand and priorities of our work.

Our team works together – literally; we start and finish every shift together, and everyone on the team works to the same set of team goals.  Prior to COVID, we worked exclusively in the office.  We shifted to working from home during COVID, and once we found our feet it was great.  We see the future of work as a hybrid model where we will have the right blend of returning to the office coupled with the benefits of working from home.

We truly believe that our employee experience is the engine that drives a superior customer experience.  We invest in training and upskilling our Student Advisors.  We have developed distinct career pathways for advisors – both to develop into more experienced advisory roles to provide coaching and development to other advisors, as well as into Team Leadership roles. We also subsidise University study, and many of our Advisors have progressed into other roles within OUA – including marketing, data science, business analyst, and software development.   

So, what will you be doing in this role? 

  • The first point of contact to prospective students and guiding them to find the best education solution to meet their needs.

  • Promoting and assisting students in their enrolment and degree enquiries through a wide range of education options.

  • Continuing to support and nurture students at any stage of their education journey.

  • Be an active contributor to your team’s success by providing and receiving feedback, helping coach and support each other.

  • Participate in opportunities to improving OUA’s processes, performance, and student interactions.

  • Being part of a team that is focused on making meaningful contributions to team goals whilst living by our OUA Values.  

What we expect 

We are open 7 days a week, from 8:00 am until as late as 8:00 pm on some days. Our teams work on rotating rosters, and you will be required to work your share of the evening and weekend shifts. We know that sometimes it is not ideal to work on your non-preferred rostered shift but it's only fair that the load is shared with all your peers. To make it a bit easier, we generally schedule teams on later shifts to work from home.  

Our values mean a lot to us, and we live them day in and out. Your bonus, performance and advancement are based on the expectation that you will: 

  • Act for our customers

  • Care for each other, and

  • Continuously improve.  

Here are some of the ways you will bring your best to this role 

  • You understand and can articulate the benefit of a university education. 

  • You are articulate and have very strong communication skills – both on the phone and in messaging. 

  • You don’t mind calling someone you don’t know and helping them make a purchase decision.

  • Your behaviours demonstrate a growth mindset.

  • You can provide exceptional student experience through listening, building empathy and owing a problem until its solved.

  • You have competent computer skills with high proficiency in typing. 

  • You are flexible and willing to learn and adapt.   

What do we offer? 

  • An apprentice training program to build core competencies that will help set you up for future success 

  • Quarterly sales incentives and annual company performance bonus 

  • Not-for-profit salary packaging benefits, including novated leasing. 

  • Learning and training opportunities 

  • Subsidised study opportunities 

  • Discounted gym memberships and health insurance 

How do I apply?  

OUA is committed to building and fostering an inclusive, diverse workplace. Our marketplace is for everyone, so is our workplace. Come and share your personal experiences, your perspectives, and your background with us as we continue to help students transform their lives.