Customer Relations Officer – Roodepoort

The Independent Institute of Education is South Africa’s largest registered and accredited private provider of higher education. The IIE is also internationally recognised by the British Accreditation Council.

Varsity College, a brand of The IIE, leads in the provision of these exciting learning initiatives of The IIE. The IIE is registered with the Department of Higher Education and Training as a private higher education provider, has more than 57 qualifications accredited by the Higher Education Quality Committee and is a subsidiary of ADvTECH Ltd, a public company listed on the Johannesburg Stock Exchange. This scale and status assures our leading position in higher education.

IIE MSA, formerly known as Monash South Africa, was founded in 2001 by Monash University. Following the acquisition of Monash South Africa by the ADvTECH Group in April 2019, the IIE MSA is now part of The Independent Institution of Education (The IIE), a leader in the higher education sphere. The IIE MSA is located on a 100-hectare campus in Ruimsig, Johannesburg, in the province of Gauteng. In addition to domestic (South African) students, the IIE MSA is home to diverseDuties and Responsibilities:

Student Registration and Academic Progression Counselling

Facilitates consultations with students in cases where a change is required to their current registration contract, e.g. this could be for students who wish for change within a semester, between semesters or between years of study.
Works with the Admission Centre to understand different curriculum scenarios (e.g. phase-in and phase-out- etc.) to ensure that student is advised correctly.
Supports the Senior Customer Relations Officer, Campus Deputy Head and/ or Head: Academic Operations in co-ordinating the Retention Project on campus. 

Active Student Engagement and Support

Delivers the academic orientation programme for new and returning students by means of the programme information presentations, on overview of pertinent academic policies and an outline of the academic year etc. 
Manage the dissemination of policies (new and updates).
Attends informal meet-and-greet sessions with students.
Facilitates Programme information Session by addressing students in class with a view to explain and induction the students on the relevant policies and procedures that govern student life on campus.
Facilitates follow-up Programme information Sessions by way of email broadcasts that occur throughout the year and that drip feed policy and procedure related information to the students as is deemed necessary by the Academic Operations Department.
Conducts periodical class visits to canvas student concerns and share relevant information. 
Provides assignment submission support with regards to the correct anti-plagiarism tool applicable to the respective programme.

Student Query Resolution

Resolves student queries via the appropriate channel/s within a committed time frame in line with the agreed Service Level Agreement for the Customer Relations Centre and escalates queries to the Senior Customer Relations Officer where appropriate.
Captures details of all student contact made by the Customer Relations Centre on the academic system.
Provides various letters/documents that are generated from the academic system on request by students.
Assists with unresolved queries from The Students HUB and escalates queries to the Senior Customer Relations Officer where quires require further attention.
Assists with the roll out of all relevant customer related surveys.

Cross Departmental Query Resolution 

Liaises with various departments on campus to stay up-to-date with any relevant changes or developments in those departments in order to enable the smooth processing of student queries.

Team Support, General & System Administration

Responsible for ensuring all students notes are captured in the academic System. 
Maintains a good knowledge of products and policies in order to ensure that students are advised correctly. 
Identifies and flags student query trends and escalates these identifies trends to the Senior Customer Officer where required.
Supports other member of other Customer Relations Centre team to ensure and drive the efficient resolution of student queries.
Complies with The Protection of the Personal Information Act (POPIA) legislation relevant to the Customer Relations Centre.
Supports and collaborates with other members of the Academic Operations team to ensure the efficient running of the Academic Operations department as a whole. 

Competencies Required:

Advanced Interpersonal and communication skills
Computer proficiency
Planning & time management skills
Results driven and able to handle pressure
Professionalism
Empathy
Customer service driven/focused
Advanced administrative and organisational skills

Minimum Qualification Requirements:

Minimum of a National Diploma/Advanced Certificate (NQF Level 6). Advanced Diploma or Degree (NQF Level 7) advantageous.

Minimum Experience Required:

Minimum of 2 years administrative and customer service experience, and 1 year of operational management/ project management experience.    

Source ⇲