Job Description

Customer Care/Student Journey Officers (JB2351)
Century City
R6000 - R6500 per month

Fixed-term contract with the view of permanent

An effective response to student queries within 24 hours of receipt
Each query/concern raised within a student's e-mail is addressed effectively.
Communicate the information and/or solution to the student for each concern/query raised accurately and relevantly.
A case note is updated/added for each student query (e-mail or telephone) received.
Sources the required information from the relevant department if required.
Receives inbound calls, emails, and other forms of communication from students and provides information and/or solution to the customer for each concern/query raised in an accurate and relevant manner.
Provide technical support regarding systems, student portal, and Microsoft 365.
Makes outbound calls to students if the student query is unclear in the e-mail received.
Makes outbound calls to students, if and when necessary.
Effective resolution of “walk-in” student queries when required.
Reports on walk-in session
Ensure you attend daily, weekly & monthly training on academic updates
Attend daily stand-ups
Provide updated Progress Reports to the Students throughout their study period.
Track the student throughout their Study period and ensure that once they have successfully passed all modules and qualify for their Award, the student is assisted in completing the required documentation to enable them to receive their Award. (Academic Record, Letter of Completion, and Certificate)
Daily, weekly & monthly Quality interactions - target met

Student response rate:
Respond to students within 24 hours if not via call.
Target met of interacting monthly with an allocated student base
One-stop-resolution achieved
Provide a multi-channel customer experience that delivers a seamless experience across all touchpoints
Meet policy, procedure, and process requirements and deadlines. 
Compile and submit daily query stats reports.
Submission of the report regarding “walk-in” students.
Report on student queries not being resolved in one contact session.
Report on success stories
Assisting in other sub-departments within the student success team as and when required.
Attend regular training
Other
 
Please email your CV to recruit@kontak.co.za and quote JB2351 in the subject line
For full JD & to apply online https://www.kontak.co.za/vacancies.php

Skills Required