Job Description

• Overall purpose of the job:

The Client Experience Officer will be tasked with maintaining current clients and keeping accurate correspondence records, meeting regularly with management, updating client details, engaging with our customers and improving customer touchpoints. The Client Experience Officer must be able to understand customer needs and develop ways to fulfil them. Their dedication to the needs of our clients will encourage client loyalty and enhance our organisation's growth through positive client-to-business engagement.

• Responsibilities Include:

Administration

• Resolving phone, walk-in, mail and email customer inquiries
• Processing and logging incoming calls into the CRM system
• Reporting on STASY data and verifying information is correct
• Ensure data integrity
• Assist the admission consultant to update the marketing information in STASY (leads and school tours)
• SharePoint: Update weekly leavers report and reasons
• Manage Manco reports to include all leaver information and reasons and required data
• Reporting of marketing-related information, based on reports retrieved from STASY and information recorded manually
• Retrieve required information for Admission consultant and Brand Marketing Manager to conduct and implement CRM campaigns
• Updating customer information on STASY
• Maintaining confidentiality of information
• Weekly check ins with CXO Team lead
• Weekly check ins with full brand Marketing team
• Ad hoc checks on sibling links in STASY. Contact GSS should siblings require linking
• Ensure new joiners accounts are set up in STASY and associated administrative apps by the 14th of each month
• Check quality of personal information (personal details + sibling info + payment plan.) by the 19th of each month

Retention/ Leavers

• CRM campaigns to improve retention across all campuses
• Drive insight from data to grow retention
• Monitor retention stats against threshold (controllable and uncontrollable)
• Maintain high levels of customer engagement. Develop action plans based on the voice of the customer in order to drive retention
• Maintain and monitor roll over stats and management between grades and phases at year end
• Check that all student leavers are de-activated in STASY
• Record accurate and comprehensive leaver reasons, movement during the year
• Record and maintain up to date approval of notice period
• Ascertain 'At risk' students and encourage Stay interviews
• Manage exit interviews (if agreed to with Principal)

Customer Service/ Client Experience

• From receiving the SD, engage with the new parent and students
• Ensure 24-hour turnaround time with customer queries and inquiries
• Making courtesy calls to clients and managing at risk list. Maintain accurate data on templates received
• Assist with parent enquiries
• Identifying customer needs
• Forwarding and escalating inquiries to relevant individuals and departments
• Providing outstanding customer service
• Analysing customer touchpoints and identifying gaps in the process. Establish ways to improve and maintain the overall brand experience
• Custodian of the CI of the brand. Ensure school facilities comply with brand visual identity
• Drive customer satisfaction surveys and benchmarking against industry standards
• Handle client issues throughout the client life cycle in a timely and accurate fashion
• Ensure quality and consistency of service to customers. Ensuring all employees understand the type of experience the company strives to provide for customers
• Managing client relationships to build a reputation for excellent service and generate repeat business
• Attend to functions such as coffee mornings to build relationship with customers and Management
• Maintain complete and accurate customer correspondence data
• Drive customer satisfaction surveys and benchmark against industry standards
• Focus on improvement on NPS ratings
• KPI's will include but not limited to customer satisfaction levels on each of the customer point

Leads/ Tours

• Assist the admissions consultant where necessary with loading of leads, applications and follow ups
• Assist with school tours, assessments and Meet and Greet when AC is not on site
• Assist sales team in business acquisitions and planning

Re-Registration

• Assist the Brand to drive and guide the existing clients to re-register by confirming all their details and signing the terms and conditions on STASY
• New students registration process. Ensuring parents complete process of selecting plans
• Ensure a 100% response rate from the clients to re-registration request and that the status of the re-registration is updates accordingly in STASY
• Assist with the management of client registrations

Communication & PR

• Assist with sending school communication in STASY, apps and emails
• Work with the marketing and communications department in establishing and overseeing the implementation of communication strategies
• Drive communication strategies against brand campaigns (e.g. Re-Registration)
• Audit of all customer touch points of the school (Newsletter, D6, Whatsapp messages, principal greeting, communications to parents etc)

Events

• Assist in planning and execution of material and events like open days, marketing collateral, coffee mornings, academic and sports days etc
• Additional focus on internal marketing events

Social Media

• Assist with social media, creating content and maintaining high quality and engaging platforms
• Maintain a close connection with platforms such as I Love (location) (e.g. I Love Fourways) for negative posts around schools, and be proactive in making contact if current customers
• Help plan content creation and drive collection and posting
• Quarterly audit of school website
• Additional focus on internal marketing for Social media

• Competencies Include:

Skills:

• Understanding of social media platforms
• Good understanding of Public Relations
• Basic understanding of graphic design and web design and management
• Excellent Microsoft skills, Word, Excel and PowerPoint

Behavioural Attributes:

• Time management
• Advanced planning and organising
• Excellent interpersonal and relationship management
• Problem solving
• Research and negotiation skills
• Customer service
• Project management
• Analytical thinking

Qualification:

• Matric
• Computer literacy (MS Office) is essential.
• 3 year Diploma/ Bachelor degree (NQF Level 7) will be advantageous.

Experience:

• Minimum of 2 to 5 years' experience in a similar position and environment.

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