The contact and client services centre is looking for three (3) professional, dynamic and client-centric individuals who thrive in a fast-paced and ever-changing, inbound, multilingual and omnichannel environment.

The incumbents will be required to effectively handle calls, emails, webchats, faxes, social media posts, and walk-in clients. All enquiries need to be handled with professionalism, accuracy and empathy to fulfil customer requirements on behalf of the University. The role provides customer service to prospective students, current students, alumni and the general public. 

All agents are generalists and handle all types of enquiries coming into the centre. Agents are grouped according to language ability: English and Afrikaans; English and isiZulu/isiXhosa; English and Afrikaans and isiZulu/isiXhosa.

Written support on email and webchat is only available in English and Afrikaans. 

Three (3) available posts:

The incumbents would need to meet at least the following language abilities

• English and Afrikaans: Exceptional and professional verbal communication skills; and
• English: Exceptional and professional written communication skills. 

Duties:

• Excellent customer service skills (including listening, clarifying, probing, establishing rapport during conversation);
• Solution-orientated and an excellent communicator while addressing customer queries;
• Adhering to all metrics, KPI and internal processes to ensure an excellent and consistent customer experience;
• Providing a professional and empathetic experience for walk-in enquiries at the enquiries desk;
• Providing effective customer service across different communication channels, including social media, email, webchat and telephony;
• Effective escalation of sensitive queries to the line manager;
• Maintaining effective and constructive professional relationships with internal stakeholders within SU to identify trends in customer queries;
• Strong team working ability;
• Flexibility and ability to adapt quickly to changing priorities;
• Ambitious and willing to accept new challenges. 

Requirements:

Primary

• A completed three-year full-time university degree (NQF 7);
• English and Afrikaans: Excellent and professional verbal communication skills;
• English: Excellent and professional written communication skills;
• At least six (6) months’ work experience in a university’s prospective student environment;
• Excellent customer service skills (including questioning/clarifying, probing, listening, establishing rapport);
• Empathetic, solution-orientated and an excellent communicator while addressing customer queries;
• Ability to effectively handle calls, emails, web-chats, faxes, social media posts, and walk-in clients with professionalism, accuracy and empathy;
• Strong focus on quality;
• A high level of computer literacy. 

Additional

• An analytical and detail-orientated approach;
• Strong teamwork ability;
• Flexible for both SU and customers;
• Flexibility and ability to adapt quickly to changing priorities;
• Ambitious and willing to accept new challenges.

Recommendations:

• Excellent and professional verbal communication skills in isiZulu or isiXhosa; and/or
• Excellent and professional written communication skills in Afrikaans. 

Commencement of duties: 1 June 2020

Closing date: 25 March 2020

Enquiries regarding this post: Mr Jonathan Blanckenberg on 021 808 2511.

Enquiries regarding remuneration/benefits as well as technical assistance with the electronic application process: Human resources client services centre on 021 808 2753

The University will consider all applications in terms of its Employment Equity Plan, which acknowledges the need to diversify the demographic composition of the staff corps, especially with regard to the appointment of suitable candidates from the designated groups. 

The University reserves the right not to make an appointment. 

Your application, comprising a comprehensive curriculum vitae (including the names and e-mail address of at least three referees), must reach the University before or on the closing date of the advertised post. 

Apply online at www.sun.ac.za/english/careers 

The University reserves the right to investigate qualifications and conduct background checks on all candidates. Should no feedback be received from the University within four weeks of the closing date, kindly accept that your application did not succeed.

Posted on 19 Mar 10:47