ENVIRONMENT:

PROVIDE seamless customer service to the Institutions clients by ensuring professional, timeous and empathetic query resolution as the next Student Services Consultant wanted by a dynamic Online Learning Platform. You will represent the brand through empathetic communication, using omnichannel software, confirming or clarifying information, responding efficiently and effectively enquiries by explaining possible solutions and ensuring that students feel supported and valued. Applicants will need Matric/Grade 12 or equivalent with 1-3 years Call Centre experience with proficiency in CRM software, MS Office Suite and strong typing skills.

DUTIES:

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 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 with an aim 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 which could harm the business and to 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.

REQUIREMENTS:

Qualifications -

• Minimum qualification of Matric or equivalent.
• Post-school Certificate or Diploma in Customer Service or Public Relations would be advantageous.

Experience/Skills –

• 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.
• High level proficiency in Microsoft Office product suite.
• Proficiency in relevant customer service software applications and digital platforms
• Excellent data capturing and typing skills.
• Sound understanding of business processes that directly impact on student engagements.
• Knowledge of all customer engagement channels.
• Knowledge of student service practices and principles.
• Superior written communication skills.
• Ability to handle stressful situation appropriately.
• Follow communication procedures, guidelines, and policies.
• Ability to learn, retain and apply large amounts of information.
• Able to understand new digital communication platforms.
• Understanding and applying business rules where applicable
• Strong customer service skills and ability to work with people from diverse backgrounds.
• Personal Values: People and Team orientation, Ability to take Ownership, Attention to detail, Active listener.
• Team player.
• Work independently.
• Exceptional customer service, active listening, and verbal and written communication skills, professional phone voice.
• Strong time management and decision-making skills
• Adaptability and accountability.

Advantageous -

• Proficiency in dealing with customers through social media platforms.
• The ability to communicate in at least one South African language.

ATTRIBUTES:

Interpersonal Relationships -

• Building Organizational Relationships.
• Inspiring Trust.
• Team Commitment.
• Self-confident Integrity.

Thinking -

• Visionary Thinking.
• Practical Creativity / Innovative.
• Making Seasoned Judgements.

Self-Management / Motivation -

• Adaptability.

Communication –

• Effective Verbal & Written Communication.
• Active Listening.