MANCOSA, a DHET registered and CHE accredited private higher education distance education provider, offering undergraduate and postgraduate business qualifications, has the following vacancy available. The core purpose of the job is to comply with initiatives relating to the key institutional objectives growth, stakeholder engagement and, operational and academic excellence. In doing so the incumbent is responsible for performing a wide range of initiatives related to customer service.

• Offer administrative and technical support to students via all activated support channels including email, phone, livechat and social media, in accordance with outlined Standard Operating Procedure (SOPs).
• Tracking queries and complaints in accordance with communicated targets and Service Level Agreements (SLA) times.
• Administering records including but not limited to reports, templates, forms, minutes, policies, plan and procedures by way of development, review and filing.
• Facilitating the resolution of queries and complaints arising as well as conducting follow-ups emanating from the customer satisfaction surveys.
• Actioning the appropriate follow up mechanism in accordance with the SOP for each query category.
• Conducting and following up on customer satisfaction surveys

·      Bachelor’s Degree 

·      Relevant computer applications Certificates and or Call Centre system training would be an advantage

·      Minimum one (1) year experience in a sales or call centre environment

·      Proficient in Microsoft Office (Excel, Word, Power Point, Access, Internet and Email)

·      Strong interpersonal skills

·      Excellent verbal and written communication skills

·      Persuasive

·      Possess an ability to adopt and solve problems

·      Must be able to make sound judgement under pressure

·      Deadline driven

·      Tenacious

·      Negotiation skills

·      Stress tolerance

·      High energy level

·      Integrity.

·      Time management

·      Ability to work with minimum supervision

·      Experience with help desk support would be an added advantage

·      Work hours are from 15h00-22h00 weekdays, 08h00 - 16h00 Saturdays

Office Based

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