Customer Hero

The institute has a job opening for a **Customer Hero **within our **Student Support **department. The position requires a people-focused individual to manage our learning resources and have the ability to diffuse students and customers’ complaints. In addition, the role of a customer hero is to welcome clients and students as they arrive and provide first tier in-person support.

A customer hero is an individual that offers customer service which is both outstanding in its quality while simultaneously being extraordinary in its delivery. A customer hero acts intuitively and delivers a unique service offering depending on the client as well as the nature and method of the query received.

The CH will also be responsible to oversee the daily operations of the library and to ensure users are able to access the resources needed to equip themselves to meet the learning outcomes, of the programme that they are registered in.

**Position Duties & Responsibilities**
- Answer, screen, and forward incoming phone calls.
- Assist with general academic administration related duties as and when required.
- Manage the front-desk area.
- Greet and assist walk-in clients.
- Assist with Open Day arrangements.
- Receive stock and notify relevant person to collect.
- Ad-hoc administrative duties as and when required by the Student Support team.
- Ad-hoc Pearson Vue Test Administrator duties
- Play a pivotal role in our Online Library Support team, in assisting students with online resources rather than a traditional library environment.
- Troubleshoot technical challenges students encounter when accessing and downloading online materials, including login issues and browser compatibility, serving as their initial point of contact for resolution.
- Provide guidance on effective search functions to enhance students' use of online resources effectively.
- Assist users in resetting their accounts and resolving login issues, encompassing portal and Perlego access.
- Aid users in navigating computer equipment and utilizing various search engines for efficient literature searches within our online library.
- Actively promote the utilisation of online library resources among our student body.
- Continually source and update online library resources to ensure students have access to the latest information and materials.

**Application Requirements**:

- Grade 12 with full Mathematics.
- 2 years’ experience in a position within a Higher Education environment would be a distinct advantage.
- Ability to understand, use and learn modern technology.
- Strong interpersonal skills with the ability to work effectively in a diverse environment.
- Must be able to work from our Cape Town campus and have reliable transport.

The following attributes are linked to the Code of Conduct for general staff. These points indicate the kind of behaviour that is expected:

- Cross-functional awareness / organisational understanding.
- Customer service orientation.
- Conceptual thinking.
- Ability to decide on a comprehensive sound course of action and commit to a definite course of action.
- Team leadership in respect of utilising expertise of manager / supporting staff members.
- People Centricity - Respectful and helpful nature when dealing with clients, peers, and colleagues.
- Urgency - The position requires decisiveness, quick response, and fast action.
- Self-Control - The ability to govern one’s emotions and reactions is a key part of customer service
- Maintain high ethical standards personally and professionally.

**Salary**: R102,000.00 - R144,000.00 per year

Ability to commute/relocate:

- De Waterkant, Western Cape: Reliably commute or planning to relocate before starting work (required)

**Experience**:

- working in the Higher Education environment: 2 years (preferred)