CUSTOMER SERVICES AGENTS

• Managing student calls efficiently and professionally to ensure their concerns are addressed. Agents are the first point of contact for students, making their role crucial for creating a positive impression of the institution
• Handle incoming student calls via FreshCaller promptly.
• Understand and analyze student concerns to provide accurate information and effective solutions.
• Manage call flow efficiently during peak times and prioritize urgent queries.
• Escalate complex or unresolved issues to the appropriate department following established protocols.
• Demonstrate patience, empathy, and active listening skills to ensure students feel heard and valued.
• Record detailed and accurate call logs in FreshCaller, including the student's query, actions taken, and outcome.
• Analyze call data to identify recurring issues and propose actionable solutions to reduce their frequency

• The ability to resolve logged tickets efficiently and effectively is essential for meeting students' needs and maintaining their trust.
• Address and resolve tickets logged by students through the helpdesk system within defined SLAs.
• Accurately document the nature of the issue, the steps taken to resolve it, and the resolution outcome.
• Monitor ticket queues to ensure all tickets are assigned and addressed promptly.
• Communicate effectively with students throughout the ticket resolution process, keeping them informed of progress or delays.
• Collaborate with other departments to resolve complex issues requiring specialized input.
• Escalate tickets timeously to the relevant departments and follow-up the tickets until resolution
• Ensure all tickets in the helpdesk system are updated with relevant information, status changes, and resolutions.
• Generate periodic performance and issue-tracking reports for management review.
• Record detailed and accurate call logs in FreshCaller, including the student's query, actions taken, and outcome.
• Analyze ticket data to identify recurring issues and propose actionable solutions to reduce their frequency.

• Agents are responsible for delivering a superior customer experience by providing professional and empathetic support.
• Maintain a friendly and approachable demeanor during all interactions with students.
• Actively seek to understand the student's perspective and provide reassurance while addressing their issues.
• Uphold the institution's values and commitment to excellence in every communication.
• Handle difficult or irate students professionally and efficiently
• Strive to exceed students' expectations by going the extra mile to resolve their concerns

• An agent's ability to stay informed and adapt to new information directly impacts their effectiveness in resolving student concerns.

• Participate in training sessions and knowledge-sharing initiatives within the support team
• Regularly update knowledge of institutional policies, procedures, deadlines, and systems.
• Keep abreast of common issues reported by students and collaborate on developing FAQ documents or knowledge base articles.
• Suggest improvements to processes or tools that could enhance the efficiency of the student support function.

• NQF Level 6 Qualification in Business Administration or Information Systems/Technology (Minimum)

• NQF Level 7 Qualification in Business Administration or Information Systems/Technology (Ideal)

• 1 year of Administrative experience.
• Administrative experience in an Educational Institution is advantageous.

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