Client Service Consultant

5 months 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 en sosiale media-boodskappe wat deur die Universiteit Stellenbosch se Kliëntediensentrum 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 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 university degree or equivalent qualification (NQF 7);- Excellent and professional written and verbal communication skills in English and Afrikaans, **OR** excellent and professional written and verbal communication skills in English with proficiency in

another official South African language other than Afrikaans or English being recommended;At least **one year **of client service experience in a **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;-
- 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 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;'n Universiteitsgraad of gelykwaadige kwalifikasie (NKR 7);-
- Uitstekende en professionele mondelinge en skriftelike kommunikasievaardighede in Engels en Afrikaans, **OF** uitstekende en professionele mondelinge en skriftelike kommunikasievaardighede in Engels asook kommunikasievaardighede in 'n ander amptelike Suid-Afrikaanse taal buiten Afrikaans of Engels as aanbeveling;-
- Minstens **eenjaar** se kliëntediens ervaring in 'n **kontaksentrum omgewing** (maar nie in bemarking of verkope nie);-
- Uitmuntende kliëntediensvaardighede (met inbegrip van ondervraging / verduideliking, 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 spanwerkvermoë-
- 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 vermoë om vinnig aan te pas by veranderende prioriteite;-
- Uitstekende interpersoonlike en verhoudingsbou-vaardighede;-
- Die vermoë om met uitdagende kliënte te werk en konflik op te los;-
- 'n Hoë vlak van rekenaargeletterdheid.

Recommendation/Aanbeveling
- none
- Geen

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