Education Liaison Officer
1 week ago
The Independent Institute of Education is a leading provider of higher education in South Africa. As a Senior Customer Relations Officer, you will play a critical role in ensuring that students receive exceptional support and service.
As part of the Central Academic Team, you will be responsible for addressing student queries and complaints through a centralised student query and complaints service desk within the IIE Assist system. You will liaise with students, parents, relevant staff at national Brands/Campuses, as well as relevant staff within The IIE.
Your key performance areas will include:
- Addressing all student queries for both current and past students
- Dealing with assessment, graduation, registration, certificate, admission, account, and various other student-related queries or complaints
- Interrogating queries adequately, expertly, and empathetically, using all necessary resources available to resolve queries/complaints
- Contacting students and parents with follow-up on all cases reported and solved
- Dealing with all queries/complaints using the IIE Assist system
- Channeling all unresolved queries at first contact to the relevant staff for their investigation and required involvement
- Taking ownership of all complaints/queries logged and managing the expectations of the student/parent
- Resolving the queries timeously and professionally
You will need a minimum of an Advanced Diploma or Bachelor's Degree and a minimum of two to three years' experience in administration and operations in an education environment. Call Centre experience will be advantageous.
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