Assistant Officer (40 Hours Per Week)(Post Level 13)

University of the Free State · Bloemfontein, Free State

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Duties and responsibilities

Provide professional, friendly customer service via email, face-to-face, telephone and ensure that queries are dealt with.
Respond to enquiries via Chatbot.
Use the FAQ library, website information, and data sources to ensure consistent and accurate response.
Escalate complaints or non-standard queries to the appropriate team leader.
Provide guidance to students throughout the registration process.
Provide students with the required forms to fulfil their requests.
Assist with the completion of relevant documents.
Communicate progress updates and feedback on requests to customers.
Obtain the required approval from the team leader before executing certain processing tasks.
Troubleshoot errors/complaints received from customers to advise on appropriate action to resolve their queries.
Assist with data capturing.
Enforce adherence to policies, procedures, guidelines, and decisions to guarantee compliance.
Verify the accuracy and completeness of forms and documents submitted for processing.
Quality-assure documents and responses received from the back-office staff within SAS to ensure the correctness thereof before signing off/providing feedback to the requester.
Ensure that all queries are fully resolved and that customers receive timely feedback or updates.
Maintain a turnaround time of no more than one business day when responding to customers.

Grade 12 or national vocational certificate on NQF Level 4 attach a copy.
A minimum of six 6 months' experience in a customer service or contact centre environment.
Applicants must not be registered students.

Competencies

The ability to cope with a frequently changing environment and to adapt to evolving situations.
The ability to be reliable, responsible, dependable and to fulfil obligations.

The ability to deal with several activities at a time.
The ability to focus on details, work towards perfection, and approach work in a neat and organised manner.

The ability to maintain high levels of personal motivation, energy and enthusiasm.
The ability to be cooperative with others, display a good-natured attitude and encourage people to work together.

The ability to be self-assured and at ease with people in all types of social situations.
The ability to make decisions through consultation, collaboration and working with close supervision.