Customer Care/student Journey Officers

3 weeks ago

Century City, South Africa Kontak Recruitment SA Full time

Century City, Cape Town, Western Cape - Customer Service

**Customer Care/Student Journey Officers (JB3148)**

**Century City**

**Market related**

Effective response to student queries within 24hours of receipt

Communicate the information and/or solution to the student for each concern/query raised in an accurate and relevant manner.

Sources the required information from the relevant department if required.

Provide technical support to regrading systems, student portal and Microsoft365.

Makes out-bound calls to students, if and when necessary.
Effective resolution of “walk-in” student queries when required.
Reports on walk-in’s 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, that the student is assisted to complete 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 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 processes requirements and deadlines.
Compile and submit daily query stats report.
Submission of 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

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