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Customer Experience Team Leader

Kigali, Rwanda

Coventry University is a large UK-based university that has developed a strategic approach to student engagement, progression, and retention, aiming to deliver high levels of student satisfaction and establish a leading standard in customer service globally.

The Customer Services department is hiring a number of roles in Rwanda. They are responsible for driving student engagement, progression, and retention across the current student population.

Customer Experience Team Lead:

The Customer Experience Advisors sit within a customer services function supporting student engagement, progression, retention, and enquiries.

The role acts as the first point of contact for students across multiple channels, providing support throughout the customer journey. It involves both planned and ad-hoc interactions, contributing to individual and team targets through inbound and outbound communications including face-to-face, phone, email, messaging, and SMS.