MANCOSA, a DHET registered and CHE accredited private higher education distance education provider, offering undergraduate and postgraduate business qualifications, has the following vacancy available.
STUDENT SUPPORT CONSULTANT - DURBANCORE PURPOSEThe core purpose of the job is to provide efficient service to students within the departmental service level agreements and according to institutional rules to ensure the highest level of customer satisfaction is achieved.
CORE FUNCTIONS:Improve response rates by:
Efficiently navigating the Student helpdesk system and action tickets according to priority to ensure that the 36 hour resolution SLA is achieved.Ensure that there is a first time response within 4 hours via telephone call to all students who log a ticket.Assist walk-in students timeously and resolve the query or provide a timeframe for feedback.Proactively evaluate ticket peaks to mitigate risks associated with influx of tickets.Propose system amendments and suggestions for process improvement to achieve operational efficiency.Ensure service focus by:
Conducting thorough investigation of student queries to provide comprehensive feedback and ensure that notes are added to the customer relationship management system.Communicating institutional policies and procedures to students and other relevant stakeholders through regular engagements with students and staff alike.Maintaining service level ratings as per the service standard of 80% satisfied students on written and telephonic interactions.Conducting follow-ups on queries and complaints emanating from the customer satisfaction surveys.Maintaining professionalism in dealing with students through representation of the organisational service culture and commitment to quality.Being aware of updated information as shared by the relevant stakeholders and managers within the Student Services Department.Alerting the line manager to any possible areas of concern or complaints received via the Student Helpdesk platform.QUALIFICATIONSRelevant computer applications certificates and/or call centre system training would be an advantage.
EXPERIENCE AND SKILLSMinimum two (2) years experience in a customer service related environment and a minimum of one (1) year in a sales environment.Proficient in Microsoft Office (Excel, Word, PowerPoint, Access, Internet and Email).Excellent verbal and written communication skills.Possess an ability to adopt and solve problems.Must be able to make sound judgement under pressure.Stress tolerance.High energy level.ADVANTAGESExperience with help desk support would be an added advantage.
GENERALMust be able to work weekends and overtime when necessary.
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