Our client requires the services of a suitably qualified, well-motivated and results driven candidate to take up the role of a Customer Services Officer. (4 months temp assignment)

Main Purpose of Job
The Customer Services Officer, the Client is responsible for the delivery of effective and quality customer and member services, supporting the Regional Customer Services Manager and CHQ Customer Service by handling all the residual transactional activities in South Africa national office and future offices. He/she is also required to enhance the prospective and current students’ engagement with an aim to improve recruitment, conversion and retention.

Role Key Responsibilities
• Handle transactional enquiries received from walk-in customers, via phone, email and via all social media platforms such as Twitter and Facebook Group (and others – whatsapp etc) in the following cases:
o Complex queries
o Back-up the Client’s Connect in case of crisis
• To resolve customer problems / complaints by applying the appropriate customer handling skills on the spot and escalate the case to Regional Customer Services Manager when necessary
• Support CHQ on local CBE centre visit on all new applications, renewals and centre reviews to ensure compliance
• To feedback customer comments to the Regional Customer Services Manager for service improvement
• Other projects as requested by the Regional Customer Services Manager, such as to promote use of the online IR, new telephony system and email migration. At the same time, to comply with the tracking of all customer service activities
• Forward enquiries on local activities to relevant staff members
• To assist the Regional Customer Services Manager in preparing reports
• Process paper form documents. This may include Conditional Exemption, further exemption claims, exam entry form, re-registrations, payments including membership fees, PER return, CPD declarations, practising certificates and others concerning exam entries, and ensure timely reporting of statistics to relevant teams and dispatch of documents to CHQ
• Provide assistance to meet local sales target such as new students’ recruitment by planning outbound call campaigns to clear the pipeline
• Create and update all kinds of guideline for potential students, students and members, such as registration guide, Client’s guide, payment guide and etc
• Plan, coordinate and execute local new member conversion related sessions in order to meet the conversion targets
• Provide assistance to parts of events organized for students and members, including on-site support and some logistic work
• Provide support to CHQ on confirming information and translating necessary information for IR applicants
• Actively engage in post CSAT survey follow-up related activities to improve net promoter score values across all surveyed customer groups

Required Qualifications, Experience and Skills
• Possess at least a diploma and/or university degree in preferably marketing or business with 2-3 years of working experience in customer facing environment.
• Excellent written and spoken communication skills
• Proficient at English speaking, writing, listening and reading
• Customer Services orientation
• Highly ethical, accountable and responsible with the right attitude.
• Good at PowerPoint, Excel and Word
• Demonstrate pro-activeness, problem solving ability
• A team player.

If you have not received a response within 48 hours of submitting your resume, please consider your application as being unsuccessful.