Client Experience Officer -Boarding at ADvTECH

Overall purpose of the job:

• The Client Experience Officer - Boarding will be tasked with maintaining current clients and keeping accurate correspondence records, engaging with our customers and improving customer touchpoints.
• The Client Experience Officer - Boarding must be able to understand customer needs and develop ways to fulfil them.
• Their dedication to the needs of our clients will encourage client loyalty and enhance our organisation’s growth through positive client engagement.

Qualification:

• Matric
• Computer literacy (MS Office) is essential
• 3-year Diploma/Bachelor degree (NQF Level 7) will be advantageous

Experience:

• Minimum of 2 to 5 years’ experience in a similar position and environment

Responsibilities Include:

Administration

• Resolving phone, walk-in, and email customer inquiries with regards to boarders
• Processing and logging of incoming calls
• Assist the CXO with the preparation of boarding specific slides for MANCO reports as and when required
• Provide the CXO/AC with weekly social media planner with pre-approved copy and images.
• Provide the CXO/AC with weekly, monthly and quarterly reporting on school owned non-paid social media posts
• Maintaining confidentiality of information
• Ensure data integrity
• Attend weekly check ins with CXO Team lead
• Attend weekly check ins with brand Marketing team
• As part of the admin department undertake administrative duties as and when required

Retention/ Leavers

• Drive insight from data to grow retention
• Ascertain ‘At risk’ boarding students and encourage ‘Stay interviews 

Customer Service/Client Experience

• Ensure 24-hour turnaround time with customer queries and inquiries including social media DMs and online comments and queries
• Making weekly courtesy calls to clients (Including at risk list) and reporting back weekly to CXO.
• Assist with boarding parent enquiries
• Forwarding and escalating inquiries to relevant individuals and departments
• Providing outstanding customer service
• Analysing customer touchpoints and identifying gaps in the process. Establish ways to improve and maintain the overall brand experience for boarders
• Undertake monthly boarding tour audits and provide written report to CXO
• Undertake and roll out pre-approved boarding parent satisfaction surveys and benchmarking against industry standards
• Handle client issues throughout the client life cycle in a timely and accurate fashion
• Ensure quality and consistency of service to customers.
• Consistent attention to boarding parent relationships
• Focus on improvement on NPS ratings (Boarding related)
• KPI’s will include but not limited to customer satisfaction levels on each of the customer points

Leads/Tours

• Assist Head of Boarding with school tours and meet and greets of potential new parents for boarding

Re-Registration

• Assist the CXO to drive and guide the existing clients (Boarding) to re-register
• New students (Boarding) registration process. Ensuring parents complete process of selecting plans
• Ensure a 100% response rate from boarding parents in response to re-registration requests and that the status of the re-registration is updated accordingly in SIMS

Communication/PR

• Assist with sending pre-approved school communication in SIMS, apps and emails
• Assist with customer touch points of the school (Boarding Newsletter, WhatsApp messages, invitations and event designs, other communications to parents etc)
• Ensure reception televisions are updated with relevant approved content
• Share all approved content with other platforms as and when required for example, media partners and report weekly to CXO all PR articles submitted

Events

• Attend school events as per pre-approved schedule
• Assist CXO planning and execution of events such as parent coffee mornings, academic, sports and cultural events
• Give focus to internal marketing events g. Movie nights, themed dinners, Boarding Awards nights
• Arrange and attend functions such as coffee mornings, sport and cultural events, social events etc to build relationships with boarding students, day students and their parents

Social Media/Digital

• Be responsible for the creation of high-quality content (drafting copy as well as imagery) for non-paid social media platforms. Working to a pre-approved strategy and ensuring high quality and engaged platforms
• Timeous response to DMs on all platforms
• Alert CXO/AC and Campus Head to potential hate speech, inflammatory comments for approved action e.g. hide, delete or block in accordance with social media privacy policy
• Heart and engage with paid and nonpaid posts with brand tone of voice and accurate use of spelling and grammar
• Assist with school photo library on SharePoint
• Lead the school yearbook project
• Assist with quarterly audit of school website

Competencies Include:

Skills:

• Good understanding of social media platforms
• Good understanding of Public Relations
• Good understanding of graphic design
• Excellent Microsoft skills, Word, Excel and PowerPoint, Canva

Behavioural Attributes:

• Excellent interpersonal and relationship management skills
• Time management
• Advanced planning and organising
• Attention to detail
• Customer service
• Project management
• Problem solving
• Research and negotiation skills
• Analytical thinking