Duties and Responsibilities:

Student Registration and Academic Progression Counselling

• Supports the facilitation of where a change is required for students current registration contract, e.g. this could be for students who wish to change within a semester, between semesters or between years of study.
• Ensures an understanding of the different curriculums (e.g. phase-in and phase-out etc.) to ensure that the student is advised correctly.

Active Student Engagement and Support

• Assists with the dissemination of student related policies (new and updates).
• Support the student and provide guidelines on user accessibility and how to navigate the student platforms.

Student Query Resolution

• Manages the general email address and telephone line and log a query on behalf of the student if needed, respond to the student and/or escalate the query to the Student Relations Specialist.
• Assists and supports students on how to log queries via the appropriate channel/s for the query to be resolved within a committed time frame in line with the agreed Service Level Agreement for the Customer Relations Centre.
• Manages all administration accurately and assist with capturing details of all student contact made by the Customer Relations Centre on the academic system.
• Assists with unresolved queries from the Customer Relations Centre and follow up with the Student Relations Specialist to provide feedback to the student.
• Assists with the roll out of all relevant customer related surveys.

Cross Departmental Query Resolution

• Liaises with various departments on campus to stay up-to-date with any relevant changes or developments in those departments in order to enable smooth assistance from the Customer Relations Centre of student queries.

Team Support, General & System Administration

• Assisting with ensuring all students notes are captured in the academic system.
• Maintains a good knowledge of products and policies in order to ensure that students queries are dealt with correctly.
• Identifies and flags student query trends and escalates these identified trends to the Senior Student Relations Specialist where required.
• Plans an approach and implement initiatives to supports all members of the Customer Relations Centre team to ensure the efficient resolution of student queries.
• Complies with The Protection of Personal Information Act (POPIA) legislation relevant to the Customer Relations Centre.
• Perform all elements of the administration to supports and collaborate with other members of the Academic Operations team to ensure the efficient running of the Academic Operations department as a whole.

Competencies Required:

• Interpersonal and communications skills
• Computer proficiency
• Planning & time management skills
• Results driven and able to handle pressure
• Professionalism
• Empathy
• Customer service driven/focused
• Advanced administrative and organisational skills

Minimum Qualification Requirements:

• Minimum of a National Diploma/Advanced Certificate (NQF Level 6).

Minimum Work Experience Requirements:

• Minimum of 1 year(s) administrative and customer service experience, and 1 year of operational management / project management experience.

Deadline:6th July,2025