Customer Relations Officer

Requirements

• Minimum of 3 year Diploma or Bachelors Degree. Postgraduate qualification advantageous.
• Minimum of 3 years work experience in administration, 2 years in project or operational management, 2 years in a supervisory role and 3 years experience in customer service.

Skills & Competencies

• Interpersonal and communications skills
• Customer service skills
• Computer skills
• Best suited to a friendly, organised person who works accurately and is able to handle pressure
• Best suited to a systematic person with an eye for detail
• Excellent organisational and administration skills

Responsibilities

Academic Counselling - Rules for Progression:

• Face to face consultation and administrative intervention required for students regarding their registration contracts.
• Inform students of alternate curriculum scenarios as long as it is in keeping with the rules governing the curriculum.

Programme Information Sessions and Class Visits:

• Delivery of the academic orientation programme for new and returning students.
• Manage the dissemination of policies (new and updates).
• Attend informal meet-and-greet sessions with students and lecturers.
• Programme information sessions refer to class sessions to explain and induct students with relevant policies and procedures that govern their life on campus.
• Periodical class visits are conducted to canvas concerns and share relevant information.
• Support students on assignment submission regarding the correct anti-plagiarism tool applicable to their programme.
• Assisting students with VCLearn, The Student HUB, Turnitin, SafeAssign and Student Portal queries.
• Assisting Online students with relevant information to the distance study journey.

Student Query Resolution:

• Resolve stakeholder queries within a committed time frame (student and parents).
• Respond timeously to student queries around financial and lecturer queries (telephonically/ email/ verbally).
• Capture all contact with students on System for Academic Management (SAM).
• Draft letters of conduct on request.
• Assist with The Student HUB queries that are unresolved or may require further attention.
• Assist with the roll out of all relevant customer related surveys.

Internal Query Resolution:

• Liaison with the Admission Centre with queries associated with Admission and Graduation.
• Liaison with Finance - use the Customer Relations Centre as a conduit for information to and from the student.
• Liaise with external institutions.

Team Support:

• Responsible for ensuring all students notes are captured in the System for Academic Management (SAM).
• Capture conversations had with students on Student Notes/System
• Supporting new members of staff with training where required.
• Regular focus group sessions. Discussions around the challenges and improvements on existing processes.
• Survey analysis consolidation and presentation to the team leader.
• Maintaining a positive, empathetic and professional attitude toward our students.
• Maintain a good knowledge of products and policies to advise students accordingly.