Student Finance Contact Centre Agent

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 student fees, undergraduate bursaries 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 Studente Finansies Kliëntediensentrum ontvang word;
- Voorsien 'n professionele en verwelkomende ervaring vir inloopnavrae by die Navraetoonbank;
- Bly op hoogte van alle toepaslike inligting rakende studentegelde, voorgraadse beurse en huidige studentesake om te verseker dat akkurate inligting verskaf 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
- A relevant post-school qualification, for example a national certificate or diploma in administration or office management;
- 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 an African language;
- At least one year's client service experience in a service delivery call centre environment (but not in 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;
- A strong focus on quality;
- Excellent teamwork abilities;
- 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 relationship-building skills;
- The ability to work with challenging customers and resolve conflict;
- A high level of computer literacy.
- 'n Toepaslike naskoolse kwalifikasie, byvoorbeeld 'n nasionale diploma of sertifikaat in administrasie of kantoorbestuur;
- 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 Afrika taal;
- Minstens een jaar se kliëntediens ervaring in 'n kliëntediens kontaksentrum omgewing maar nie in bemarking of verkope);
- 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;
- 'n 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 met uitdagende kliënte saam te werk en konflik op te los;
- 'n Hoë vlak van rekenaargeletterdheid.

Recommendation/Aanbeveling None / Geen

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