Call Center Specialist

Call Center Specialist — Admissions
Webster University in Tashkent

About the Role

Webster University in Tashkent is seeking a Call Center Specialist to join our Admissions team. This role provides responsive, efficient call center service to prospective students, ensuring that all applicants receive comprehensive, impartial, and client-centered information and advice throughout the admission process.

Joining a team of admissions professionals, the successful candidate will work closely with academic staff across the University while building strong relationships with high schools and prospective applicants. The role also includes representing Webster at recruitment events such as Open Days and higher education conventions. Given the varied nature of the position, we're looking for someone who combines sound independent judgement with strong administrative skills and a natural ability to connect with people.

Essential Duties and Responsibilities

• Handle telephone and email enquiries from prospective students, parents, teachers, and advisers independently, in a timely and professional manner, ensuring a high level of customer service
• Perform clerical functions
• Actively promote Webster University programs and present a positive image of the University, both internally and externally
• Assist with conducting admission outreach on behalf of Webster
• Serve as the main point of contact for prospective students and families regarding Webster program offerings
• Support overall admission initiatives
• Manage and resolve applicant complaints
• Identify and escalate issues to supervisors as needed
• Provide product and service information to applicants
• Research required information using available resources
• Research, identify, and resolve applicant complaints using applicable software
• Process orders, forms, and applications
• Route calls to the appropriate resources
• Document all call information according to standard operating procedures
• Recognize, document, and alert management to trends in applicant calls
• Follow up on applicant calls where necessary
• Complete call logs and reports
• Perform other duties as assigned

Functional/Technical Skills

• Bachelor's degree
• Language skills: English (C1), Uzbek (C1), and Russian (C1) required
• Excellent interpersonal skills, including experience working with a diverse and geographically dispersed student population
• High level of proficiency in Microsoft Office (Word, Excel, PowerPoint, mail-merge functions)
• Superior listening, verbal, and written communication skills
• Ability to handle stressful situations appropriately
• Ability to present information effectively across multiple formats (online, webinars, face-to-face, group presentations)