Customer Relations Officer - Pretoria Campus - N/A10120
Code/Reference:
N/A10120
Applications accepted until:
2019-11-08
Number of Openings
1

Campus/Business Unit:

Varsity College Pretoria

Direct Reporting Line:

Vice-Principal Operations

Job Purpose:

Varsity College, an educational brand of The Independent Institute of Education (Pty) Ltd, is a registered private higher education institution.

The IIE Varsity College has a vacancy for a : Customer Relations Officer - Pretoria Campus

Duties and 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.

Customer Relations Co-ordinator working hours :

Centre Core Hours:

  • Monday to Thursday: 07h00 to 18h30
  • Friday: 07h00 to 17h00
  • Saturday: 08h00 to 13h00

Shift Hours:

Shift 1:

  • Monday to Thursday: 07h00 to 16h00
  • Friday: 08h00 to 17h00

Shift 2:

  • Monday to Thursday: 09h30 to 18h30
  • Friday: 07h00 to 11h00
  • Saturday: 08h00 to 13h00

When students are not on campus throughout the year normal working hours apply.

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

Education:

Minimum Education Requirements:

  • Minimum of 3 year Diploma or Bachelors Degree. Postgraduate qualification advantageous.

Work Experience:

Minimum Work Experience Requirements:

  • 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.

Working Conditions:

  • Non EE/AA Position.

Customer Relations Co-ordinator working hours :

Centre Core Hours:

  • Monday to Thursday: 07h00 to 18h30
  • Friday: 07h00 to 17h00
  • Saturday: 08h00 to 13h00

Shift Hours:

Shift 1:

  • Monday to Thursday: 07h00 to 16h00
  • Friday: 08h00 to 17h00

Shift 2:

  • Monday to Thursday: 09h30 to 18h30
  • Friday: 07h00 to 11h00
  • Saturday: 08h00 to 13h00

When students are not on campus throughout the year normal working hours apply.