student support SErvice Manager - durban
Kontak Recruitment is currently recruiting and hiring for a Student Support Service Manager to based in Durban to improve the customer service experience, create engaged customers and facilitate organic growth by taking ownership of customers issues and following problems through to resolution and by setting clear goals and deploying strategies focused towards achieving these goals. Previous experience as a Student Support Service Manager within a Tertiary/higher Education environment would be highly beneficial. The role manages the Student support service contact centre, registration teams as well as social media queries and issues.
student supportservice manager (jb331) -post closed
Job Details for the student support service manager
Student Support Services Manager (JB331)
Durban
R25 000 – R45 000 Per Month Neg
Kontak Recruitment is currently recruiting and hiring for a Student Support Service Manager to based in Durban to improve the customer service experience, create engaged customers and facilitate organic growth by taking ownership of customers issues and following problems through to resolution and by setting clear goals and deploying strategies focused towards achieving these goals. Previous experience as a Student Support Service Manager within a Tertiary/higher Education environment would be highly beneficial. The role manages the Student support service contact centre, registration teams as well as social media queries and issues.
Academic Requirements for Student Support Customer Service Manager:
B
Com/ Business Management degree
People
management Qualification OR 3 years relevant Experience
Experience
in the following:
In
providing customer service support
Customer
Service,
Group
Facilitation skills,
Conflict
Resolution,
Communication
Awareness
of industry’s latest technology trends and applications.
Excellent
computer literacy is essential especially in MS Outlook, MS Word and MS Excel.
Duties and Responsibilities for the Student Support Customer
Service Manager:
Managing
Student Support Service Contact Centre and Registration teams
Annual
Budget Forecasting
Recruitment
and training of customer service staff.
Weekly,
monthly reports for regulatory bodies, DOE and academic Board
Strategic
and Operational Planning and Execution in Contact Centre
Developing
and re-engineering processes of department to enhance service excellence
Contact
Centre and Client Data Analysis
Ensuring
that service levels are achieved and enhanced with Clients and Service
Providers
Member
of cancellations committee
Performance
Management
Regular
staff and call centre management meetings
Ensuring
agent motivation and alignment to business protocols, vision and mission
Oversight
and day to day management of staff within department
Service Management
Manage social media complaints and queries
Strategic
and Operational Planning and Execution in Contact Centre
Managing
Student Support Service Contact Centre and Registration teams
Weekly,
monthly reports for regulatory bodies and Academic Board
Contact Centre and Client Data Analysis
Member
of cancellations committee.
Manage
and Drive the Customer Services Department and all its operations
Manage
the Complaints Liaison Officers and Refund Administrator
Develop
and Implement strategies to address complaints throughout the Group
Effective
on-line strategies to deal with complaints, particularly on our social
platforms in consultation with the Communications Head and Online Strategist.
Direct,
implement and monitor the complaints policies and procedures
Review
the policies from time to time and provide workable solutions
Act
as a liaison between executive and the various Departments, where necessary
Do
regular analysis on the patterns of complaints, identify root causes and work
with the Group Quality Manager and Head of Communications to offset risk
Compile
regular reports on the status of complaints.
Coordinate
and chair the Complaints Committees, for both the face to face and distance
brands
Coordinate
and chair regular meetings with the Customer Care Managers from the various
sites and campuses.
Manage
all refunds and ensure that any risks are flagged to Executive and brought to
the attention of the Communications Head and Legal Manager.
Meet
with the Head of Communications weekly
Work
with the Head of Communications on all media/press queries
Coordinate
meetings with the Group Quality Manager weekly
Meet
with the Head of Academics weekly to discuss Group concerns
Keep
ahead of industry’s developments and apply best practices to areas of improvement.
Maintain
an orderly workflow according to priorities
Management and Leadership
Recruitment
and training of customer service employees.
To
conduct regular staff and call centre management meetings.
Oversight
and day to day management of staff within department
Staff
Management: interacting, coaching, recognizing superior performance and
addressing substandard performance of team members.
Encourage,
develop and motivate staff and promote close and cooperative working between
the team and other departments.
Build
solid cross-functional relationships within the branch.
Conflict
management and resolution.
Monitor
performance of team and to ensure service standards and improvements to
quality.
To
ensure that all aspects of staff management are carried out in accordance with
the organizations policies and procedures and in particular:
to carry out performance appraisals in accordance with
the procedures
to identify training and development needs as appropriate
to be responsible for recruiting of vacancies in
accordance with company guidelines
to devise and carry out an induction programme for new
staff and use their probationary period effectively.
ensure all staff adhere to the all company policies and
procedures including HR policies and procedures.
support the development of a healthy internal culture
that retains key employees and encourages their professional development.
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