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customer services agent - Johannesburg - IIE Rosebank College

1 month ago

Description

Job Title: Customer Services Agent

At IIE Rosebank College, we are part of the ADvTECH Group, Africa's leading private education provider. With a history dating back to 1909, our college has grown to a student population of more than 28,000 students nationwide.

We invite passionate professionals to become part of our dynamic team, driven by the desire to make a meaningful difference in students' lives and contribute to an institution that values academic excellence, connection, and student success.

Job Purpose:

A Customer Services Agent serves as the primary point of contact for students, addressing their inquiries and concerns through various channels, such as calls and helpdesk tickets. The role is centered on delivering timely, accurate, and empathetic support while ensuring a positive student experience.

Duties & Responsibilities:

Call Handling

Managing student calls efficiently and professionally to ensure their concerns are addressed. Agents are the first point of contact for students, making their role crucial for creating a positive impression of the institution.
Handle incoming student calls via FreshCaller promptly.
Understand and analyze student concerns to provide accurate information and effective solutions.
Manage call flow efficiently during peak times and prioritize urgent queries.
Escalate complex or unresolved issues to the appropriate department following established protocols.
Demonstrate patience, empathy, and active listening skills to ensure students feel heard and valued.
Record detailed and accurate call logs in FreshCaller, including the student's query, actions taken, and outcome.
Analyze call data to identify recurring issues and propose actionable solutions to reduce their frequency.

Ticket Resolution

The ability to resolve logged tickets efficiently and effectively is essential for meeting students' needs and maintaining their trust.
Accurately document the nature of the issue, the steps taken to resolve it, and the resolution outcome.
Monitor ticket queues to ensure all tickets are assigned and addressed promptly.
Communicate effectively with students throughout the ticket resolution process, keeping them informed of progress or delays.
Collaborate with other departments to resolve complex issues requiring specialized input.
Escalate tickets timeously to the relevant departments and follow-up the tickets until resolution.
Ensure all tickets in the helpdesk system are updated with relevant information, status changes, and resolutions.
Generate periodic performance and issue-tracking reports for management review.
Analyze ticket data to identify recurring issues and propose actionable solutions to reduce their frequency.

Customer Service Excellence

Agents are responsible for delivering a superior customer experience by providing professional and empathetic support.
Maintain a friendly and approachable demeanor during all interactions with students.
Actively seek to understand the student's perspective and provide reassurance while addressing their issues.
Uphold the institution's values and commitment to excellence in every communication.
Handle difficult or irate students professionally and efficiently.
Strive to exceed students' expectations by going the extra mile to resolve their concerns.

Knowledge and Continuous Improvement

An agent's ability to stay informed and adapt to new information directly impacts their effectiveness in resolving student concerns.
Regularly update knowledge of institutional policies, procedures, deadlines, and systems.
Participate in training sessions and knowledge-sharing initiatives within the support team.
Keep abreast of common issues reported by students and collaborate on developing FAQ documents or knowledge base articles.
Suggest improvements to processes or tools that could enhance the efficiency of the student support function.

Minimum Requirements:

Qualifications

Minimum:

NQF Level 6 Qualification in Business Administration or Information Systems/Technology

Advantageous:

NQF Level 7 Qualification in Business Administration or Information Systems/Technology

Experience