Customer Relations Officer

4 weeks ago


Midrand, South Africa IIE MSA and IIE Varsity College Full time

**Direct Reporting Line**:
Head: Student Experience

Varsity College is an educational brand of The Independent Institute of Education (The IIE). The IIE enjoys the reputation of being at the forefront of private higher education in South Africa, and is registered with the Department of Higher Education and Training (DHET) to provide higher education qualifications accredited by the Council on Higher Education (CHE).

**The IIE's Varsity College, Waterfall Campus has a vacancy for a Customer Relations Officer.**

**Duties and Responsibilities**:
**Student Registration and Academic Progression Counselling**
- Facilitates consultations with students in cases where a change is required to their current registration contract, e.g. this could be for students who wish for change within a semester, between semesters or between years of study.
- Works with the Admission Centre to understand different curriculum scenarios (e.g. phase-in and phase-out
- etc.) to ensure that student is advised correctly.
- Supports the Senior Customer Relations Officer, Campus Deputy Head and/ or Head: Academic Operations in co-ordinating the Retention Project on campus.

**Active Student Engagement and Support**
- Delivers the academic orientation programme for new and returning students by means of the programme information presentations, on overview of pertinent academic policies and an outline of the academic year etc.
- Manage the dissemination of policies (new and updates).
- Attends informal meet-and-greet sessions with students.
- Facilitates Programme information Session by addressing students in class with a view to explain and induction the students on the relevant policies and procedures that govern student life on campus.
- Conducts periodical class visits to canvas student concerns and share relevant information.
- Provides assignment submission support with regards to the correct anti-plagiarism tool applicable to the respective programme.

**Student Query Resolution**
- Resolves student queries via the appropriate channel/s within a committed time frame in line with the agreed Service Level Agreement for the Customer Relations Centre and escalates queries to the Senior Customer Relations Officer where appropriate.
- Captures details of all student contact made by the Customer Relations Centre on the academic system.
- Provides various letters/documents that are generated from the academic system on request by students.
- Assists with unresolved queries from The Students HUB and escalates queries to the Senior Customer Relations Officer where quires require further attention.
- Assists with the roll out of all relevant customer related surveys.

**Cross Departmental Query Resolution**
- Liaises with various departments on campus to stay up-to-date with any relevant changes or developments in those departments in order to enable the smooth processing of student queries.

**Team Support, General & System Administration**
- Responsible for ensuring all students notes are captured in the academic System.
- Maintains a good knowledge of products and policies in order to ensure that students are advised correctly.
- Identifies and flags student query trends and escalates these identifies trends to the Senior Customer Officer where required.
- Supports other member of other Customer Relations Centre team to ensure and drive the efficient resolution of student queries.
- Complies with The Protection of the Personal Information Act (POPIA) legislation relevant to the Customer Relations Centre.
- Supports and collaborates with other members of the Academic Operations team to ensure the efficient running of the Academic Operations department as a whole.

**Competencies required**:

- Advanced Interpersonal and communication skills
- Computer proficiency
- Planning & time management skills
- Results driven and able to handle pressure
- Professionalism
- Empathy
- Customer service driven/focused
- Advanced administrative and organisational skills

**Minimum Qualification Requirements**:

- Minimum of a National Diploma/Advanced Certificate (NQF Level 6). Advanced Diploma or Degree (NQF Level 7) advantageous.

**Minimum Experience Required**:

- Minimum of 2 years administrative and customer service experience, and 1 year of operational management/ project management experience.

**Customer Relations Officer Working Hours**:
**Centre Core Hours**:

- Monday to Thursday: 07h00 to 18h30
- Friday: 07h00 to 17h00
- Saturday: 08h00 to 13h00

**Shift Hours**:
**Shift 1**:

- Monday to Thursday: 07h00 to 16h00
- Friday: 08h00 to 17h00

**Shift 2**:

- Monday to Thursday: 09h30 to 18h30
- Friday: 07h00 to 11h00
- Saturday: 08h00 to 13h00

When students are not on campus throughout the year normal working hours apply.



  • Midrand, South Africa Evergreen Latex Full time

    **WE ARE ** **HIRING a Customer Relations Officer (Gauteng)** Are you interested in exploring a career with South Africa's leading medical glove manufacturer? Roles & responsibilities - Build good relationships with customers to ensure customer retention. - Address customer concerns and needs efficiently and effectively. - Promote and upsell products to...


  • Midrand, South Africa Vega School Full time

    **Vega School** is an educational brand of The Independent Institute of Education (The IIE). The IIE enjoys the reputation of being at the forefront of private higher education in South Africa, and is registered with the Department of Higher Education and Training (DHET) to provide higher education qualifications accredited by the Council on Higher Education...


  • Midrand, South Africa IIE MSA and IIE Varsity College Full time

    **Direct Reporting Line**: Senior Customer Relations Officer Varsity College is an educational brand of The Independent Institute of Education (The IIE). The IIE enjoys the reputation of being at the forefront of private higher education in South Africa, and is registered with the Department of Higher Education and Training (DHET) to provide higher...


  • Midrand, South Africa IIE MSA and IIE Varsity College Full time

    **Direct Reporting Line**: Senior Customer Relations Officer Varsity College is an educational brand of The Independent Institute of Education (The IIE). The IIE enjoys the reputation of being at the forefront of private higher education in South Africa, and is registered with the Department of Higher Education and Training (DHET) to provide higher...


  • Midrand, South Africa IIE MSA and IIE Varsity College Full time

    **Direct Reporting Line**: Senior Customer Relations Varsity College is an educational brand of The Independent Institute of Education (The IIE). The IIE enjoys the reputation of being at the forefront of private higher education in South Africa, and is registered with the Department of Higher Education and Training (DHET) to provide higher education...


  • Midrand, South Africa IIE MSA and IIE Varsity College Full time

    **Direct Reporting Line**: Head: Student Experience **Varsity College** is an educational brand of The Independent Institute of Education (The IIE). The IIE enjoys the reputation of being at the forefront of private higher education in South Africa, and is registered with the Department of Higher Education and Training (DHET) to provide higher education...


  • Midrand, South Africa IIE MSA and IIE Varsity College Full time

    **Direct Reporting Line**: Campus Head **Varsity College** is an educational brand of The Independent Institute of Education (The IIE). The IIE enjoys the reputation of being at the forefront of private higher education in South Africa, and is registered with the Department of Higher Education and Training (DHET) to provide higher education qualifications...


  • Midrand, South Africa IIE MSA and IIE Varsity College Full time

    **Direct Reporting Line**: Senior Customer Relations Officer Varsity College is an educational brand of The Independent Institute of Education (The IIE). The IIE enjoys the reputation of being at the forefront of private higher education in South Africa, and is registered with the Department of Higher Education and Training (DHET) to provide higher...


  • Midrand, South Africa IIE Varsity College , IIE Vega and IIE MSA Full time

    **Direct Reporting Line**: Senior Customer Relations Officer **Vega School** is an educational brand of The Independent Institute of Education (The IIE). The IIE enjoys the reputation of being at the forefront of private higher education in South Africa and is registered with the Department of Higher Education and Training (DHET) to provide higher education...


  • Midrand, South Africa IIE MSA and IIE Varsity College Full time

    **Direct Reporting Line**: Senior Customer Relations Officer **Varsity College** is an educational brand of The Independent Institute of Education (The IIE). The IIE enjoys the reputation of being at the forefront of private higher education in South Africa, and is registered with the Department of Higher Education and Training (DHET) to provide higher...


  • Midrand, South Africa IIE MSA and IIE Varsity College Full time

    **Direct Reporting Line**: Senior Customer Relations Officer **Varsity College** is an educational brand of The Independent Institute of Education (The IIE). The IIE enjoys the reputation of being at the forefront of private higher education in South Africa, and is registered with the Department of Higher Education and Training (DHET) to provide higher...


  • Midrand, South Africa IIE Varsity College , IIE Vega and IIE MSA Full time

    **Direct Reporting Line**: Senior Customer Relations Officer **Varsity College** is an educational brand of The Independent Institute of Education (The IIE). The IIE enjoys the reputation of being at the forefront of private higher education in South Africa, and is registered with the Department of Higher Education and Training (DHET) to provide higher...


  • Midrand, South Africa IIE Varsity College , IIE Vega and IIE MSA Full time

    **Direct Reporting Line**: Senior Customer Relations Officer **Varsity College** is an educational brand of The Independent Institute of Education (The IIE). The IIE enjoys the reputation of being at the forefront of private higher education in South Africa, and is registered with the Department of Higher Education and Training (DHET) to provide higher...


  • Midrand, South Africa IIE MSA and IIE Varsity College Full time

    **Direct Reporting Line**: Campus Head **Varsity College** is an educational brand of The Independent Institute of Education (The IIE). The IIE enjoys the reputation of being at the forefront of private higher education in South Africa, and is registered with the Department of Higher Education and Training (DHET) to provide higher education qualifications...


  • Midrand, South Africa IIE Varsity College , IIE Vega and IIE MSA Full time

    **Direct Reporting Line**: Senior Customer Relations Officer **Varsity College** is an educational brand of The Independent Institute of Education (The IIE). The IIE enjoys the reputation of being at the forefront of private higher education in South Africa, and is registered with the Department of Higher Education and Training (DHET) to provide higher...


  • Midrand, South Africa Fidelity Services Group Full time

    **Reporting to**: Customer Service Retention Supervisor **Minimum Qualifications and Experience**: - Matric - A minimum of 2 years customer service experience. - At least 1 to 2 years’ experience within a contact center, of which client retention experience would be - Continuous Improvement experience **Main Duties and Responsibilities**: - Handle...


  • Midrand, South Africa Emerge Arc Full time

    An Industrial Relations Officer is required at our Office in Midrand. The primary responsibility will be to handle all Industrial Relations matters including Performance Management, Grievances, Warnings, Disciplinary hearings and CCMA matters. **Responsibilities**: - Advise, guide and oversee the implementation of Disciplinary actions in line with per the...


  • Midrand, South Africa PRR Recruitment Full time

    Industrial Relations Officer – 1 VacancyMatric (Grade 12).Minimum one (1) year experience with Disciplinary Matters and CCMA proceedings is requiredDiploma / Degree in Human Resources / Labour Law / Labour Relations.Minimum one (1) year relevant Human Resource experience is requiredDemographic: AnySalary: R15 000 – R18 000 negotiable based on experience


  • Midrand, South Africa PRR Recruitment Full time

    Industrial Relations Officer – 1 Vacancy Matric (Grade 12). Minimum one (1) year experience with Disciplinary Matters and CCMA proceedings is required Diploma / Degree in Human Resources / Labour Law / Labour Relations. Minimum one (1) year relevant Human Resource experience is required Demographic: Any Salary: R15 000 – R18 000 negotiable based on...


  • Midrand, South Africa Kontak Recruitment SA Full time

    Midrand, Gauteng - Human Resources **Employee Relations Officer (JB4029)** **Midrand, Gauteng** **R 20,000 CTC per month + R 1,000 fuel allowance + cell phone** **Permanent** *** **Overview** **Minimum Requirements**: HR/IR Diploma Valid Driver's License 3 to 5 years of experience in Industrial Relations Confidentiality Attention to Detail: Accurate...