Client Service Consultant

2 weeks ago

Stellenbosch, South Africa Stellenbosch University Full time

Duties/Pligte- 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.
- Doeltreffende en kliëntvriendelike hantering van alle oproepe, e-posse, webkletse, fakse en sosiale media-boodskappe wat deur die Universiteit Stellenbosch se Kliëntediens ontvang word;- Voorsien 'n professionele en verwelkomende ervaring vir inloopnavrae by die navraetoonbank;-
- Bly op hoogte van alle toepaslike inligting rakende voornemende studente en huidige studentesake om te verseker dat akkurate inligting weergegee word;-
- Die opbou van die reputasie en handelsmerk van die Universiteit deur 'n positiewe kliënte-ervaring te verseker;-
- Volg alle maatstawwe vir gehalteversekering en standaardprosedures om 'n uitstekende en konsekwente kliënte-ervaring te verseker;-
- Bereik die gestelde teikens in terme van kontakte wat hanteer word-
- Doeltreffende hantering en verwysing van sensitiewe navrae volgens die voorgeskrewe riglyne;- Handhaaf effektiewe en konstruktiewe professionele verhoudinge met interne belanghebbendes binne die Universiteit om tendense in kliëntenavrae te identifiseer.

Job Requirements/Pos Vereistes
- At least a three-year diploma;- Excellent and professional verbal and written communication skills in English and Afrikaans;
- **or**- Excellent and professional written and verbal communication skills in English as well as verbal skills in another official South African language;- At least one year of client service experience in a
- **call centre environment **(not 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;-
- 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 the 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.
- Minstens 'n drie-jaar diploma- Uitstekende en professionele mondelinge en skriftelike kommunikasievaardighede in Engels en Afrikaans;
- **of**- Uitstekende en professionele mondelinge en skriftelike kommunikasievaardighede in Engels asook mondelinge kommunikasievaardighede in 'n ander amptelike Suid-Afrikaanse taal;-
- Minstens 'n jaar se kliëntediens ervaring in 'n
- **kontaksentrum omgewing** (nie bemarking of verkope nie);-
- Uitmuntende kliëntediensvaardighede (met inbegrip van ondervraging / verheldering, ondersoek, luister en goeie verhoudingsbouvaardighede);-
- Kennis en begrip van die kliëntebetrokkenheidsbehoeftes van studente en hul ouers;-
- Die vermoë om oproepe, e-posse, webkletse, sosiale media-boodskappe en inloopkliënte effektief met professionaliteit, akkuraatheid en empatie te hanteer;-
- Sterk fokus op kwaliteit;-
- Uitstekende spanwerkvaardighede;-
- Die vermoë om onafhanklik te funksioneer en die daaglikse vasgestelde teikens te bereik;-
- Die vermoë om effektief onder druk te werk en by streng spertye te hou;-
- Buigsaamheid en die vermoë om vinnig aan te pas by veranderende prioriteite;-
- Uitstekende interpersoonlike en verhoudingsbou-vaardighede;-
- Die vermoë om met uitdagende kliënte saam te werk en konflik op te los;- 'n Hoë vlak van rekenaargeletterdheid.

Recommendation/Aanbeveling
- A university degree would be preferable.
- 'n Universiteitsgraad sal voordelig wees.

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