Customer Services Advisor

University of Fort Hare; KwaZulu-Natal; On-site; ZAR 200,000 - 350,000; Full time

Job summary

A leading university in South Africa is seeking a Customer Care Specialist to provide high-quality support to students. The role involves assessing student needs, offering guidance, and connecting students to resources. Ideal candidates will have a relevant degree and 2-5 years' experience in customer service or student support.

Qualifications

• 2-5 years of experience in customer service or student support environment.
• Demonstrated ability to work with students from diverse backgrounds.
• Familiarity with information systems and data management.

Responsibilities

• Act as the proactive point of contact for students via various communication methods.
• Recognise signs of distress or crisis and respond with appropriate support.
• Maintain detailed and confidential records of students.

Skills

Communication

Active Listening

Empathy

Education

Degree in Student Services, Education, Psychology, Communications, or related field

Tools

Microsoft Office

Google Workspace

Job description

Our Client is looking for Customer Care Specialist – Student Support to provide high-quality, compassionate support to students across a range of academic and personal concerns. This role ensures a smooth and responsive experience by assisting with inquiries, connecting students to appropriate resources, and advocating for their needs.

• Act as the proactive point of contact for students, both in person and through phone, email, or chat.
• Assess student needs, and provide accurate guidance or direct them to appropriate resources.
• Provide students with clear and detailed information on programmes ,activities, results etc as a means of proactive support.
• Identify when a student requires more specialised support and refer them to appropriate departments or professionals.
• Recognise signs of distress or crisis (emotional, financial, academic), respond with empathy, and connect students to immediate support options, including crisis intervention when appropriate.
• Maintain detailed and confidential records of students using the institution’s student support management system.
• Work collaboratively with other departments to resolve student issues, such as holds on accounts, difficulties accessing services, or confusion about procedures.
• Advocate for student needs while balancing institutional policies.
• Be very familiar with operations and procedures.
  Provide culturally competent, inclusive service that respects diverse backgrounds and experiences.
• Contribute to a welcoming environment that supports student success and belonging.
• Stay up to date on changes in policies, support programmes, and student systems.
• Participate in regular training and contribute to service quality improvement initiatives to be familiar with accessing and using data and technology to support student needs.
  
  Required:
  Degree in Student Services, Education, Psychology, Communications, or a related field.
  2-5 years of experience in a customer service or student support environment.
  Exceptional communication, active listening and writing skills.
  Demonstrated ability to work with students from diverse backgrounds.
  Familiarity with Microsoft Office or Google Workspace, information systems and data management.