Junior Customer Relations Officer - #366674

Catch Recruit

Date: 3 days ago
City: Randburg, Gauteng
Contract type: Full time

Special note regarding this position:

We are looking to appoint people willing to work night shifts from 7pm to 4am. The Candidate would have to report into the office during the day shifts 8am – 5pm for the first 3-4 months of their employment to train them up before they become completely remote and work from home. This is a full-time work from home position baring the first 4 months.

Laptops will be provided to the successful candidate along with headsets.

Under the management of the Senior Customer Relations Officer, the Junior Customer Relations Officer helps the Senior Customer Relations Officer and Customer Relations Officer team with resolving first line student queries relating to all aspects of the student experience and for assisting in all administrative interventions to ensure that all student queries are noted and closed within the given Service Level Agreement.
The Junior Customer Relations Officer will generally provide first contact telephonically and through other communication channels for students to raise queries, with more complex queries raised to members of the Customer Relations Officer team.
The Junior Customer Relations Officer also supports the Customer Relations Officer team with student registration and other administrative tasks, such as telephone queries and manages and monitoring the online student Whatsapp chat platform.
The Junior Customer Relations Officer also supports the Senior Customer Relations Officer, Campus Deputy Head and/or Head: Student Experience and/or Deputy Head: Academic Operations during the Retention Project(s) on campus.

Supports the facilitation of where a change is required for students current registration contract, e.g. this could be for students who wish to change within a semester, between semesters or between years of study.
Ensures an understanding of the different curriculums (e.g. phase-in and phase-out etc.) to ensure that the student is advised correctly.
Assists with the dissemination of student related policies (new and updates).
Support the student and provide guidelines on user accessibility and how to navigate the student platforms. STUDENT QUERY RESOLUTION
Manages the general email address and telephone line and log a query on behalf of the student if needed, respond to the student and/or escalate the query to the Customer Relations Officer.
Assists and supports students on how to log queries via the appropriate channel/s for the query to be resolved within a committed time frame in line with the agreed Service Level Agreement for the Customer Relations Centre.
Manages all administration accurately and assist with capturing details of all student contact made by the Customer Relations Centre on the academic system.
Assists with unresolved queries from the Customer Relations Centre and follow up with the Customer Relations Officer to provide feedback to the student.
Assists with the roll out of all relevant customer related surveys.
Liaises with various departments on campus to stay up-to-date with any relevant changes or developments in those departments in order to enable smooth assistance from the Customer Relations Centre of student queries.
Assisting with ensuring all students notes are captured in the academic system.
Maintains a good knowledge of products and policies in order to ensure that students queries are dealt with correctly.
Identifies and flags student query trends and escalates these identified trends to the Senior Customer Relations Officer where required.
Plans an approach and implement initiatives to supports all members of the Customer Relations Centre team to ensure the efficient resolution of student queries.
Complies with The Protection of Personal Information Act (POPIA) legislation relevant to the Customer Relations Centre.
Perform all elements of the administration to supports and collaborate with other members of the Academic Operations team to ensure the efficient running of the Academic Operations department as a whole.

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