Job Description

Job Purpose:
To maintain student records; including Reseller Administration, responding to product queries, Reseller Administration, Assessment administration, Database and Register Management, Communication with Resellers and Students, Support Centre Administration and Support
Duties & Responsibilities:
Support Centre Administration

• Implement support centre plan
• Communication: Communicate with the relevant campus staff on each support centre activity as per plan
• Written and verbal communication must be relevant to the query
• Advise Line manager of any possible challenges in time
• First Responder in assisting when problems arise
• Administration: Manage Database (including registers and other reports)
• Meticulous record keeping (Customer and Financial)

Student Support

• Respond to student queries within the stipulated SLA in a calm and tactful manner
• Responsible for student document storage electronically and hard copies
• Processing of student registration
• Assessments applications

Operational Administration
Order Processing:

• Receive and process customer orders for products accurately and in a timely manner.
• Verify order details, pricing, and product availability before processing.
• Customer Communication:
• Communicate with customers to provide order confirmations and resolution of any issues.
• Address customer inquiries about product specifications, availability, and pricing.

• Maintain a professional and customer-focused communication approach.

Inventory Management:

• Monitor inventory levels of products and collaborate with the procurement team to ensure stock availability.
• Assist in managing returns, exchanges, and warranty claims for defective products.

Product Knowledge:

• Develop and maintain a strong understanding of product offerings, certifications, and technology solutions.
• Provide product information and recommendations to customers based on their needs.

Documentation and Reporting:

• Maintain accurate records of customer orders, inquiries, and interactions in the company's CRM system.
• Generate regular reports on sales activities, order statuses, and inventory levels.

Process Improvement:

• Identify opportunities to streamline and improve administrative processes, enhancing overall efficiency.
• Collaborate with cross-functional teams to implement process enhancements.

Collaboration:

• Work closely with the sales team to support their efforts in meeting sales targets and customer satisfaction goals.
• Liaise with vendors, distributors, and internal departments to ensure smooth operations.

Compliance and Policies:

• Ensure compliance with company policies, pricing guidelines, and ethical standards in all interactions.
• Adhere to reseller program requirements and guidelines.

Project Planning

• Implement Projects as delegated by the Line Manager
• Responsible for the implementation for the relevant project plans
• Provide feedback to manager/s as required.
• Participate in review and mitigation plans as needed

Minimum Requirements:
Qualifications

• Matric (NQF Level 4 National Certificate)
• Higher Certificate In Administration (NQF Level 5) Ideal

Experience

• Office Administration / Personal Assistant / Student administration or similar environment 1-2 Years
• Customer Service: Dealing with client queries and reporting 1-2 Years
• Must be able to demonstrate attention to detail and quality assurance 1 - 2 Years

Key Competencies (Operations):

• Knowledge and understanding of the South African higher education systems and regulatory framework.
• Ability to manage time effectively.
• Attention to detail.
• Customer service orientated.
• Ability to effectively cope with change.
• Deadline orientated and can work well under pressure.
• Be able to work in a team environment.
• Effective communication skills

Salary:
Market related.
Rosebank College is an equal opportunities employer however preference will be given to EE and South African candidates.

Skills Required