Senior Customer Relations Officer at ADvTECH

Overall Purpose of the Job

• Under the supervision of the Head: Academic Operations and the Deputy Head: Academic Operations, the Senior Customer Relations Officer is responsible for ensuring that all student queries related to all aspects of the student experience are dealt with timeously and effectively by the Customer Relations Centre in line with the agreed Service Level Agreement for the Centre.  This includes monitoring the customer satisfaction survey results to ensure that the Centre is performing to the required standards, as well as identifying trends and escalating them accordingly. In supporting the Head: Academic Operations, the Senior Customer Relations Officer is responsible for overseeing all functions of the Customer Relations Centre including student registration and academic progression counselling, programme and policy guidance, Student HUB query assistance, and acts as the liaison between the student and the non-student facing Centres of Excellence when queries need to be referred outside of the Customer Relations Centre. In collaboration with the Campus Deputy Head and/or Head: Academic Operations and/or Deputy Head: Academic Operations the Senior Customer Relations Officer facilitates and manages the Customer Relations Centre team during the Retention Project on campus.

Core duties include 

• Student Registration & academic Progression Counselling 
• Cross-departmental query resolution
• Team support, general & system administration
• Campus Operations and Team Support
• Accreditation Bodies and Industry Partners
• Adhoc Duties

Legal Requirements, Certificates, Licenses, Registrations

• Training 
• Ms Office (Excel, Word, PowerPoint, Outlook) Proficient
• Student Systems 

Experience: 

• Minimum of 2/3 years' work experience in administration
• Student Management systems - Experience in an Educational Environment will be an advantage

Qualifications

• Bachelor’s Degree in Administration / Management (NQF 7) OR
• Higher Certificate in Business Administration with Min 5 Year Work Experience Must have own transport and license

Closing Date 31 May 2023