Assistant Officer (40 Hours Per Week)(Post Level 13) at University of the Free State

Duties and responsibilities:

• Provide professional, friendly customer service via email, face-to-face, telephone and ensure that queries are dealt with.
• Respond to enquiries via Chatbot.
• Use the FAQ library, website information, and data sources to ensure consistent and accurate response.
• Escalate complaints or non-standard queries to the appropriate team leader. 
• Provide guidance to students throughout the registration process. 
• Provide students with the required forms to fulfil their requests. 
• Assist with the completion of relevant documents. 
• Communicate progress updates and feedback on requests to customers. 
• Obtain the required approval from the team leader before executing certain processing tasks. 
• Troubleshoot errors/complaints received from customers to advise on appropriate action to resolve their queries. 
• Assist with data capturing. 
• Enforce adherence to policies, procedures, guidelines, and decisions to guarantee compliance. 
• Verify the accuracy and completeness of forms and documents submitted for processing. 
• Quality-assure documents and responses received from the back-office staff within SAS to ensure the correctness thereof before signing off/providing feedback to the requester. 
• Ensure that all queries are fully resolved and that customers receive timely feedback or updates. 
• Maintain a turnaround time of no more than one business day when responding to customers. 

Inherent requirements:

• Grade 12 or national vocational certificate on NQF Level 4 (attach a copy).
• A minimum of six (6) months' experience in a customer service or contact centre environment.
• Applicants must not be registered students.

Recommendations:

• A post-school qualification (attach a copy).
• Minimum of two (2) years of administrative work experience. 

Competencies

Required competencies: 

Results Orientated:

• The ability to cope with a frequently changing environment and to adapt to evolving situations. 
• The ability to be reliable, responsible, dependable and to fulfil obligations.

Strategic Thinking:

• The ability to deal with several activities at a time.
• The ability to focus on details, work towards perfection, and approach work in a neat and organised manner.

Business Acumen:

• The ability to adhere to rules and strictly follow work regulations.
• Proficient in using MS Office.

Leading:

• The ability to maintain high levels of personal motivation, energy and enthusiasm.
• The ability to be cooperative with others, display a good-natured attitude and encourage people to work together.

Building Coalitions:

• The ability to be self-assured and at ease with people in all types of social situations.
• The ability to make decisions through consultation, collaboration and working with close supervision. 

Assumption of duties:

• 04 January 2027

Closing date:

• 12 October 2026