Stellenbosch University, Client Service Consultant x2

Stellenbosch University

Registrar’s Division

Contact and Client Services

Client Service Consultant (2 positions)

Ref. REG/144/0522

The Client Services Centre is looking for a professional, dynamic and client-centric individual who thrives in a fast-paced and ever-changing, inbound, multi-lingual and omni-channel environment.

The incumbent will be required to effectively handle calls, emails, webchats, faxes, social media posts, and walk-in clients. All enquiries are handled with professionalism, accuracy and empathy to fulfil customer requirements on behalf of the University. The role provides customer service to prospective students, current students, alumni and the general public.

All consultants are generalists and handle all types of enquiries coming into the centre.

There are two positions available in the Client Service Centre. The one position requires service delivery to English and Afrikaans speaking clients, and the other to English and African language speaking clients.

Duties:

• Efficient and client friendly handling of all calls, emails, webchats, faxes and social media posts received by Stellenbosch University’s Client Service;
• Providing a professional and welcoming experience for walk-in enquiries at the enquiries desk;
• Keeping informed of all relevant information pertaining to prospective students and current student affairs to ensure that accurate information is provided;
• Building the reputation and brand of the University by ensuring a positive customer experience;
• Adhering to all quality assurance benchmarks and standard operating procedures to ensure an excellent and consistent customer experience;
• Meeting the set targets in terms of contacts handled;
• Effective handling and escalation of sensitive queries as per the provided guidelines;
• Maintaining effective and constructive professional relationships with internal stakeholders within the University to identify trends in customer queries.

Job requirements:

• A three-year bachelor’s degree or a three-year diploma;
• Excellent and professional verbal and written communication skills in English and Afrikaans; or
• Excellent and professional written and verbal communication skills in English as well as verbal skills in an African language;
• At least one year of client service experience in a call centre environment (not marketing or sales);
• Excellent customer service skills (including questioning/clarifying, probing, listening, and building good relationships);
• Knowledge and understanding of the customer engagement needs of students and their parents;
• The ability to effectively handle calls, emails, webchats, social media posts, and walk-in clients with professionalism, accuracy and empathy;
• Strong focus on quality;
• Excellent teamwork ability;
• The ability to function independently and meet the daily set targets;
• The ability to work effectively under pressure and keep to strict deadlines;
• Flexibility and the ability to adapt quickly to changing priorities;
• Excellent interpersonal and relation-building skills;
• The ability to work with challenging customers and resolve conflict;
• A high level of computer literacy.

Commencement of duties: 1 July 2022 or as soon as possible thereafter

Closing date: 14 June 2022

Enquiries regarding this post: Selina Seshabela on 021 808 2511, or at target=”_blank

Enquiries regarding remuneration/benefits, as well as technical assistance with the electronic application process: Human Resources Client Services Centre on 021 808 2753, or at target=”_blank

Stellenbosch University is committed to employment equity (EE), and appointments will be made in line with the EE plan for the specific environment as well as the institutional EE Plan of the University.

Stellenbosch University reserves the right not to make an appointment.

Your application, comprising a comprehensive curriculum vitae (including the names and email addresses of at least three referees), must reach the University before or on the closing date of the advertised post.

Apply online at https://www.sun.ac.za/english/careers by using the apply now link at the top right-hand corner of the specific vacancy page.

The University reserves the right to investigate qualifications and conduct background checks on all candidates.

The Occupational Health and Safety Act requires people in occupations that entail potential exposure to certain hazards (such as, but not limited to: noise, hazardous chemical substances and hazardous biological agents) to be subjected to medical screening, to determine their fitness to work in the said occupations.

Should no feedback be received from the University within four to six weeks of the closing date, kindly accept that your application did not succeed.

Posted on 06 Jun 13:17, Closing date 14 Jun

Click here to apply