Job Description

KINDLY TAKE NOTE: Applications may only be submitted online through the official UFS vacancy website: https://ufs.hua.hrsmart.com/hr/ats/JobSearch/viewAll - Applications submitted through any other platform will not be considered.NB: APPLICANTS ARE KINDLY ASKED TO SPECIFY IN THEIR APPLICATION LETTERS WHETHER THEY ARE APPLYING FOR A POSITION LOCATED IN BLOEMFONTEIN OR QWAQWADuties and responsibilities:

• Provide professional, friendly customer service via email, face-to-face, and telephone and ensure that queries are dealt with.
• Deal with enquiries via Chatbot.
• Make use of the library of FAQs, website information and data sources in order to ensure consistent and accurate responses.
• Escalate complaints or non-standard queries to the appropriate team leader.
• Provide registration guidance to students during the registration process.
• Provide students with the required forms to be completed to fulfil their requests.
• Assist with the completion of relevant documents.
• Collect relevant documentation from students/ applicants (depending on the request) for processing.
• Communicate progress and feedback on requests to customers.
• Obtain the required approval from the team leader before processing certain tasks.
• Collect relevant documents from various sources (system, back-office, other divisions) and gather essential information, including required forms and supporting documentation, to fulfil customer requests received, all while preparing for troubleshooting.
• Troubleshoot errors/complaints received from customers to advise on appropriate action to resolve data 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 the query is resolved and the customer has received feedback or update.
• Ensure at least one day turnaround time in response to the customer.

Inherent Job Requirements:

• Grade 12 or NQF Level 4.
• A minimum of six (6) months experience in a customer service or contact centre environment.
• Applicants must not be students.

Recommendations:

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

CompetenciesKey Competencies:

• Results-oriented.

- 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.Required DocumentsPlease ensure that all relevant documentation is attached to your application.

• A detailed curriculum vitae and cover letter.
• Copies of qualifications (please provide the SAQA accreditation in the case of foreign qualifications).
• A copy of your identity document (ID or passport in the case of foreign nationals).
• Proof of registration with a Professional Body (if applicable).
• A copy of your drivers license (if applicable).
• Confirmation of employment from current employer / last employer if unemployed (only applicable to external applicants).

Assumption of duties:
02 January 2025.Closing date:
26 September 2024.Salary:
The salary is a fixed amount of R 10 839.25 per month.Enquiries:
For enquiries, please feel free to contact me at 051 401 9813 or email at PhokaR@ufs.ac.za. Additionally, kindly contact 051 401 2979/ 9810/ 9814/ 7659/ 9848 for assistance.General:
The UFS is a designated employer and is committed to the pursuit of excellence, diversity, and redress in achieving its equity targets in accordance with the Employment Equity Plan of the University and its Employment Equity goals and targets. Preference will be given to candidates from the under-represented designated groups, including candidates with disabilities. Our Employment Equity Policy is available at: EEA13_EE Plan UFS 1 March 2022 (003).pdfThe University processes personal information in line with its obligations under the Protection of Personal Information Act (POPIA) and any personal information provided to the University will be treated as confidential and processed in accordance with the rights provided to data subjects under POPIA.The University reserves the right not to fill the post. The UFS will only consider applications of candidates who meet all the inherent requirements of the position. Applications that are incomplete will not be considered. Communication will be limited to shortlisted candidates only. Should you not be contacted within six weeks of the closing date for applications, you may assume that your application was unsuccessful

University of the Free State