Client Service Representative

1 month ago


Stellenbosch, Western Cape, South Africa Stellenbosch University Full time
Job Description:
As a Client Service Representative in the Finance Division at Stellenbosch University, you will play a vital role in delivering exceptional customer service to students and funders.

About the Role:
The Client Service Representative will be responsible for handling all client queries related to student finance, providing administrative support to the senior administrative officer, and ensuring timely delivery of services to students and funders. This includes providing a professional and welcoming experience for walk-in, telephone, and email enquiries, keeping informed of all relevant information pertaining to student fees, undergraduate bursaries, and current student affairs, and building the reputation and brand of the University by ensuring a positive customer experience.

Key Responsibilities:
- Handle all client queries related to student finance
- Provide administrative support to the senior administrative officer
- Ensure timely delivery of services to students and funders
- Provide a professional and welcoming experience for clients
- Keep informed of all relevant information pertaining to student fees, undergraduate bursaries, and current student affairs

Requirements:
- A relevant post-school qualification, such as a national certificate or diploma in administration or office management
- Excellent written and verbal communication skills in English, as well as verbal skills in an 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
- The ability to effectively handle calls, emails, webchats, social media posts, and walk-in clients with professionalism, accuracy, and empathy
- A strong focus on quality
- Excellent teamwork ability
- The ability to function independently and meet 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

Estimate Salary: R 250,000 - R 300,000 per annum, depending on experience.

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