Student Finance Client Service Consultant

2 months ago

Stellenbosch, South Africa Stellenbosch University Full time

Duties/Pligte The role of the Student Finance Client Service Consultant is to handle all Student Finance client queries according to the set standards of excellence to ensure a high level of customer satisfaction. The Student Finance Client Service Consultant also provides administrative support to the senior administrative officer to ensure timely delivery of other services to students and funders.
- 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.
- Providing administrative assistance to the other staff members to ensure that information and documentation reach funders and students in a timely manner.
- Troubleshooting, investigating, and resolving complex student queries by proactively interacting with other colleagues and seeking information.
- Providing input and suggesting improvements based on the trend of queries addressed in the Centre.

Die Kliëntedienskonsultant: Studentefinansies se funksie is om alle kliëntnavrae oor studentefinansies volgens die gestelde standaarde vir uitnemendheid te hanteer en sodoende 'n hoë vlak van kliëntetevredenheid te verseker. Die Kliëntedienskonsultant: Studentefinansies verskaf ook administratiewe steun aan die senior administratiewe beampte om te sorg dat ander dienste aan studente en befondsers betyds gelewer word.
- Bied 'n professionele en verwelkomende ervaring aan instapkliënte en met navrae per telefoon en e-pos.
- Hou tred met alle tersaaklike inligting rakende studentegelde, voorgraadse beurse en huidige studentesake om te verseker dat akkurate inligting verskaf word.
- Bou die reputasie en handelsmerk van die Universiteit uit deur te sorg dat kliënte 'n positiewe ervaring het.
- Voldoen aan alle gehalteversekeringsnorme en standaardbedryfsprosedures om te verseker dat kliënte die US se diens as uitmuntend en konsekwent ervaar.
- Behaal die gestelde teikens vir kontakte wat hanteer is.
- Hanteer en eskaleer sensitiewe navrae doeltreffend volgens die riglyne wat verskaf word.
- Handhaaf doeltreffende en opbouende professionele betrekkinge met interne belanghebbendes binne die Universiteit om tendense in kliëntnavrae raak te sien.
- Verskaf administratiewe bystand aan ander personeellede om te verseker dat inligting en dokumentasie befondsers en studente betyds bereik.
- Los probleme op, doen verdere ondersoek en los komplekse studentenavrae op deur proaktief met ander kollegas te skakel en inligting te soek.
- Verskaf insette en stel verbeterings voor op grond van die tendens in navrae wat die Sentrum ontvang.

Job Requirements/Pos Vereistes
- A relevant post-school qualification, for example a national certificate or diploma in administration or office management.
- Excellent and professional written and verbal communication skills in English, as well as verbal skills in anther official South African language.
- At least one year's client service experience in a service delivery 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.
- A 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 relationship building skills.
- The ability to work with challenging customers and resolve conflict.
- A high level of computer literacy.
- Willingness and availability to work outside normal office hours on own initiative if operationally required.
- 'n Toepaslike naskoolse kwalifikasie, soos 'n nasionale sertifikaat of diploma in administratiewe of kantoorbestuur.
- Uitstekende en professionele skriftelike en mondelinge kommunikasievaardighede in Engels sowel as mondelinge vaardighede in 'n ander amptelike Suid-Afrikaanse taal.
- Minstens een jaar se ervaring van kliëntediens in 'n inbelsentrum vir dienslewering (nie vir bemarking of verkope nie).
- Uitstekende kliëntediensvaardighede (onder meer om vrae te stel/dinge op te klaar, kliënte uit te vra, na hulle te luister en goeie betrekkinge te vestig).
- Kennis van en begrip vir studente en hulle

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