Division Student Access

Contact and Client Services Centre

Contact Centre Agent

Ref. KKD/150/0519

One post for an individual who can excellently write and speak both English and Afrikaans.

If you are a dynamic professional, who thrives in a fast-paced and ever-changing omni-channel environment, we look forward to receiving your application.

The core of the job, given its omni-channel context, is to manage a call, answer e-mails and participate in web chat(s) all at the same time, with the necessary accuracy and in a humane

manner.

The agent works within an inbound, multi-lingual, omni-channel contact and client services centre. The role is to answer telephone calls, e-mails, faxes, live chats and social media posts on

behalf of the University in order to fulfil customer requirements. The incumbent must also manage the walk-in Enquiries Desk. The role provides customer service to prospective students,

current students, alumni and the general public.

All agents are generalists and handle all types of enquiries coming into the centre. Agents are grouped according to language ability: English and Afrikaans; English and isiZulu/isiXhosa;

English and Afrikaans and isiZulu/isiXhosa.

Written support on e-mail and live chat is currently only available in English and Afrikaans.

• A completed three-year full-time university degree;

• Excellent fluency and professionalcommunication skills in English and Afrikaans;

• Excellent written and verbal communication skills in English and Afrikaans;

• Three to twelve months’ work experience in a university's prospective student environment;

• Excellent customer service skills (including interrogation, investigation, listening, building rapport);

• Ability to handle different clients across various platforms; including social media, e-mail, web chat and telephonically;

• Empathetic approach to communication;

• Strong focus on quality;

• An analytical and detail-oriented approach;

• Adaptability;

• A high level of computer literacy;

• Flexible for both SU and clients;

• Strong teamwork ability;

• Flexibility and the ability to adapt quickly to changing priorities;

• Ambitious and willing to accept new challenges;

• Genuine passion for speaking to customers, for answering queries and a clear communicator;

• Being passionate about being the best you can be and wanting to achieve targets.

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The University will consider all applications in terms of its Employment Equity Plan, which acknowledges the need to diversify the demographic composition of the staff corps, especially with

regard to the appointment of suitable candidates from the designated groups.

The University reserves the right not to make an appointment.

Your application, comprising a comprehensive curriculum vitae (including the names and e-mail address of at least three referees), must reach the University before or on the closing

date of the advertised post.

Apply online by using the "Apply Now" link.

The University reserves the right to investigate qualifications and conduct background checks on all candidates.

Should no feedback be received from the University within four weeks of the closing date, kindly accept that your application did not succeed.

Enquiries regarding job content: Mr JD Blanckenberg on 021 808 2511

Enquiries regarding remuneration/benefits as well as technical assistance with the electronic application process: Human Resources , Client Service  on 021 808 2753