Job Description

Direct Reporting Line:
Senior Customer Relations Officer

Varsity College is an educational brand of The Independent Institute of Education (The IIE). The IIE enjoys the reputation of being at the forefront of private higher education in South Africa, and is registered with the Department of Higher Education and Training (DHET) to provide higher education qualifications accredited by the Council on Higher Education (CHE).tries. The IIE Varsity College, Online Centre has vacancies for 5X Junior Customer Relations Officers.
NB. These positions may be based at either our Waterfall (Midrand)or Cape Town Online Centers.

Duties and Responsibilities:

Student Registration and Academic Progression Counselling

• 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.

Active Student Engagement and Support

• 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.
Cross Departmental Query Resolution

• 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.

Team Support, General & System Administration

• 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.

Competencies required:

• Interpersonal and communications skills
• Computer proficiency
• Planning & time management skills
• Results driven and able to handle pressure
• Professionalism
• Empathy
• Customer service driven/focused
• Advanced administrative and organisational skills

Minimum Qualification Requirements:
Minimum of a National Diploma/Advanced Certificate (NQF Level 6).

Minimum Work Experience Requirements:
Minimum of 1 year(s) administrative and customer service experience, and 1 year of operational management / project management experience.

Preference may be given to EE candidates

IIE MSA and IIE Varsity College