Cape Town, Western Cape, South Africa
Milpark Education
IntroductionThe Company Milpark Education is a registered Private Higher Education Institution offering business management education that focuses on the areas of management and leadership, financial planning and insurance, and banking across South Africa and in other parts of Africa.For more information, visit us at www.milpark.ac.zaThe Position The position of Student Support Administrator is in the Student Support Department (Cape Town) and is responsible for ensuring that all student queries are resolved quickly and promptly, whether they are through walk-ins, email or by telephone. Where necessary queries will need to be cascaded to relevant staff or meetings set up subject matter experts. Preference will be given to applicants from designated groups, and appointments will be made in line with our EE requirements.SpecificationResolving student queries promptly and accurately:To assist all students with various enquiries whether, academic or administrative and achieve a 24 hour turn-around.To ensure that queries are allocated to relevant departments, but remain accountable for the query resolution within the 24 hour cycle and communication to student.To document all queries and signed off as per policies and procedures.To have an in-depth knowledge and understanding of all academic and administrative policies and procedures.Ensure that all documentation provided to other departments for further action has been checked accurately before handing over.Ensure that the uploading of documents are done correctly and effectively Remarks, AC, Refunds etc).Ensuring that all queries are resolved quickly and promptly within the agreed SLA, whether they are through walk-ins, email or by telephone.Adhere to internal processes.Good relationships with students and colleagues:To uphold good relationships with our students, customers and colleagues.To ensure that no complaints regarding service or performance are received from students and clients.General:Demonstrate an awareness of the Milpark organisational policies and procedures.Ensure that you are fully aware of the functionality of the various systems and tools as required in the student services team.Ensure that you fully understand the details of the Milpark portfolio of Educational Products & Programmes.Ensure that all deadlines / critical dates pertaining to Support Department are adhered to according to academic planners, rosters etc.Desired Behavioural Competencies: Alignment to the behaviours as defined by Milpark’s Values.Able to work under pressure.Committed Team player.Passionate about education.Persuasive & Assertive.Professional & Reliable.Quality orientated.Highly Service orientated/ Customer service focused.Strong Business Ethics and Ethos.Ability to listen and talk in a good manner.Ability to plan.High Level of attention to accuracy and quality.RequirementsRequirements:Minimum of a Grade 12 Qualification.At least 3 years’ experience in a Customer Service environment.Customer service or advising experience in an educational environment entailing one on one interaction is highly preferred.Ability to use technology (Advanced Excel, Outlook, databases).High Level verbal and written communication skills.Excellent telephone etiquette and customer service skills.