Customer Retentions Agent

1 week ago

Johannesburg, Gauteng, South Africa Richfield Holdings (Pty) Ltd Full time

Richfield Graduate Institute of Technology is seeking a dedicated and dynamic Student Success

Guide to join our Student Services team. In this pivotal role, you will act as the bridge between

students and the institution, ensuring they receive the guidance, support, and advocacy needed

to thrive academically. This position blends customer service excellence with student

engagement strategies to drive retention and success.

Key Responsibilities

Student Communication Management

 Handle inbound calls with professionalism and empathy

 Manage student engagement via WhatsApp, Web Chat, and other platforms

 Provide timely, accurate responses to queries

Student Retention and Registration

 Execute registration processes for returning students

 Implement proactive retention strategies

 Identify and support at-risk students

 Guide students on course selection and registration procedures

 Document all communication in institutional systems

Enrollment Management

 Validate new enrollments and process documentation in ITS

 Ensure compliance with institutional policies

 Manage de-registration and re-admission processes

 Activate accounts for returning students

Data Management and Administration

 Maintain accurate student records in ITS

 Conduct regular audits for completeness and accuracy

 Generate reports on student engagement and retention metrics

 Uphold data privacy and confidentiality standards

Required Skills and Competencies

 Excellent verbal and written communication skills

 Strong problem-solving abilities and attention to detail

 Proficiency in ITS or similar student management systems

 Customer service orientation with a student-centered mindset

 Strong organizational and time management skills

 Ability to work effectively in a fast-paced environment

 Proficiency in Microsoft Office Suite and digital communication platforms

 Ability to handle sensitive information with discretion

Education and Experience

 Bachelor's degree preferred, or equivalent combination of education and experience

 Prior experience in higher education student services is advantageous

 Experience with student information systems and CRM platforms

 Background in customer service or student support services

Working Conditions

 Full-time, office-based position with standard office hours

 Occasional evening or weekend availability may be required

 Fast-paced environment requiring multitasking abilities

Success Metrics

 Student retention rates

 Response time to student queries

 Accuracy of student records

 Student satisfaction ratings

 Query resolution rates

 Registration completion rates

Job Type: Full-time

Work Location: In person

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