Client Service Consultant (Two posts) at Stellenbosch University

Duties  

• Efficient and client friendly handling of all calls, emails, webchats, and social media posts received by the Stellenbosch University's Client Service Centre;
• 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 university degree or equivalent qualification (NQF 7);
• Excellent and professional written and verbal communication skills in English and Afrikaans, OR excellent and professional written and verbal communication skills in English with proficiency in  another official South African language other than Afrikaans or English being recommended;
• At least one year of client service experience in a call centre environment (but not in 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 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;