Customer Service Manager

**About QS**

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 role**

As a member of the Digital and Events Customer Service team, you will be engaging with top universities across the globe through both proactive and reactive communication with their admissions and recruitment departments. You will expertly guide clients through the administrative and logístical elements of the QS Digital & Event administration and delivery processes, and work cross-functionally to manage client issues and opportunities.

This role plays key part in delivery of our Events product portfolio and requires someone with a passion for higher education industry, a service-oriented attitude and who is committed to provide world class customer service to all stakeholders. This role is client facing and involves account management, customer service, problem resolution and knowledge of the higher education sector.
- All aspects of Client Relationship Management from pre-sales support, onboarding and ongoing leadership to support the delivery of exceptional customer experience and revenue growth.
- Cross functional internal liaison to facilitate the support of clients across the portfolio of products.
- Event delivery support for physical, virtual and hybrid events as required including client system familiarisation and training.
- Optimisation of event experiences for all QS Digital & Event bookings.

**Role responsibilities**:

- Managing and maintaining the client relationship throughout the year to ensure that they are achieving maximum returns from QS products
- Developing the relationship with clients to enable recommendation of additional products based on knowledge of client objectives and product performance
- Working with Sales to execute a smooth onboarding process for clients
- Working with the Event Operations team to propose new strategies, services and solutions to existing and potential clients
- Managing day-to-day communications with institutions regarding QS products and services they purchased
- Resolving and reporting on client interaction and issues
- Preparing client ROI reports and monitoring client success to maintain and increase revenue
- Deliver where needed, pre-and post-event, post-booking communication to clients, manage their expectations and guiding them through the delivery process
- Assist Finance Department to collect payments, resolve any issues and improve the invoicing process where required
- Updating client records, sales orders, reports and any changes in a CRM system
- Providing client support at our student recruitment events as required - including international travel as necessary
- Other assigned duties as required

**Key skills and experience**:
**Essential**
- Evidence of providing outstanding service/support to clients
- Exceptional written and spoken English communication skills
- Proficient with Microsoft Office
- Working knowledge of CRM software eg Netsuite, Hubspot
- Ability to work independently and meet deadlines
- Excellent reporting and ana