Education Liaison Officer

1 week ago


Pretoria, Gauteng, South Africa The Independent Institute Of Education Full time

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:

  1. Addressing all student queries for both current and past students
  2. Dealing with assessment, graduation, registration, certificate, admission, account, and various other student-related queries or complaints
  3. Interrogating queries adequately, expertly, and empathetically, using all necessary resources available to resolve queries/complaints
  4. Contacting students and parents with follow-up on all cases reported and solved
  5. Dealing with all queries/complaints using the IIE Assist system
  6. Channeling all unresolved queries at first contact to the relevant staff for their investigation and required involvement
  7. Taking ownership of all complaints/queries logged and managing the expectations of the student/parent
  8. 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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