Customer Care/Student Journey Officers (JB2351)

Customer Care/Student Journey Officers (JB2351)
Century City
Market related

Effective response to student queries within 24hours of receipt
Each query/concern raised within a student e-mail is addressed effectively.
Communicate the information and/or solution to the student for each concern/query raised in an accurate and relevant manner.
A case note is updated/added for each student query (e-mail or telephonic) received.
Sources the required information from the relevant department if required.
Receives in-bound calls, email and other forms of communication from students and provides information and/or solution to the customer for each concern/query raised in an accurate and relevant manner.
Provide technical support to regrading systems, student portal and Microsoft365.
Makes out-bound calls to students in the event the student query is not clear in the e-mail received.
Makes out-bound calls to students, if and when necessary.
Effective resolution of “walk-in” student queries when required.
Reports on walk-in’s session
Ensure you attend daily, weekly & monthly training on academic updates
Attend daily stand-ups
Provide updated Progress Reports to the Students throughout their study period.
Track the student throughout their Study period and ensure that once they have successfully passed all modules and qualify for their Award, that the student is assisted to complete the required documentation to enable them to receive their Award. (Academic Record, Letter of Completion and Certificate)
Daily, weekly & monthly Quality interactions - target met
Student response rate:
Respond to students within 24 hours if not via call.
Target met of interacting monthly with allocated student base
One-stop-resolution achieved
Provide a multi-channel customer experience that delivers a seamless experience across all touchpoints
Meet policy, procedure and processes requirements and deadlines. 
 Compile and submit daily query stats report.
Submission of report regarding “walk-in” students.
Report on student queries not being resolved in one contact session.
Report on success stories
Assisting in other sub departments within the student success team as and when required.
Attend regular training
Other