Overview

Our client in the education sector is seeking a Student Services Consultant to join their team. The successful incumbent will be responsible for providing seamless customer service to the institution's clients by ensuring professional, timeous, and empathetic resolution of queries.

Minimum Requirements

• Grade 12 / Matric
• Post-school Certificate or Diploma in Customer Service or Public Relations would be advantageous
• 1-3 years of experience in a call centre environment
• Track record as a high-performing individual in a Call Centre
• Proficiency with computers, especially with CRM software, and strong typing skills

Job Responsibilities

Functional Accountability and Competencies

Responsible for delivering an exceptional customer service by:

• Representing the brand through empathetic communication, using omnichannel software.
• Providing grammar, spelling, and error-free communications.
• Adaptively utilising various channels in line with the departmental strategy, requirements, and guidelines.
• Responding efficiently and effectively to enquiries by explaining possible solutions and ensuring that students feel supported and valued.
• Engaging in active listening with students, confirming or clarifying information, and diffusing angry students, as needed.
• Building lasting relationships with students and other stakeholders based on trust and reliability.
• Utilising software, databases, scripts, and tools appropriately.
• Understanding and striving to meet or exceed call centre metrics while providing excellent, consistent customer service.
• Taking part in training and other learning opportunities to keep abreast with the latest developments within the organisation.
• Adhering to all company policies and procedures.
• Updating existing customer information according to standard operating procedures
• Providing alternative solutions to retain customers.
• Alerting the team leader of consistent trends in query types i.e. increase in navigation type queries.
• Pro-actively engaging with team leaders and other stakeholders to identify potential campaigns to support the organisation’s goal of having well-informed students.
• Interpret and identify potential brand-damaging queries that could harm the business and escalate this to management for resolution.
• Consistently living the values of the brand and business at all times.
• Performing any other duties as assigned by management

Key Competencies / Skills

• Building Organizational Relationships
• Inspiring Trust
• Self-confident Integrity
• Visionary Thinking
• Effective Verbal & Written Communication
• Active Listening