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South Africa

Customer Services Manager - (Educor - Durban)

Company Educor - Durban
Reference # REQ163
Published 18/09/2019
Contract Type Permanent
Location Durban, KwaZulu-Natal, South Africa
Introduction

Educor is the largest private education supplier in Southern Africa., managing 10 educational brands across its more than 60 campuses and sites in South Africa and internationally. As a Group we possess a rich heritage with brands that have been in existence for many years. Since our inception in 2008, Educor has evolved into an education giant offering face-to-face, distance and online learning. Our face to face brands include Damelin, CityVarsity, ICESA and Central Technical College. Distance brands include INTEC College, Damelin Correspondence College (DCC) and our higher-education distance brand, Lyceum.
Job Functions Academic,Administration,Client Services
Industries Academic,Education
Specification

MAIN PURPOSE OF THE JOB:

•Customer Services Operations

JOB RESPONSIBILITIES:

•Manage and Drive the Customer Services Department and all its operations
•Manage sub teams:
oThe Complaints Liaison Officers
oThe Student Services Consultants
oThe refund Administrator
•Develop and Implement strategies to address complaints throughout the Group
•Effective on-line strategies to deal with complaints, particularly on our social platforms in consultation with the Communications Head and Online Strategist.
•Direct, implement and monitor the complaints policies and procedures
•Review the policies from time to time and provide workable solutions
•Act as a liaison between executive and the various Departments, where necessary
•Do regular analysis on the patterns of complaints, identify root causes and work with the Group Quality Manager and Head of Communications to offset risk
•Compile regular reports on the status of complaints
•Coordinate and chair the Complaints Committees, for both the face to face and distance brands
•Coordinate and chair regular meetings with the Customer Care Managers from the various sites and campuses.
•Manage all refunds and ensure that any risks are flagged to Executive and brought to the attention of the Communications Head and Legal Manager.
•Meet with the Head of Communications weekly
•Work with the Head of Communications on all media/press queries
•Coordinate meetings with the Group Quality Manager weekly
•Meet with the Head of Academics weekly to discuss Group concerns
•General administration
•Ad hoc duties, as requested by Executive

Should you not receive any feedback in 6 weeks, please consider your application unsuccessful.

Educor will give preference to South African citizens and those that advance its employment equity goals, suitably qualified in line with the inherent requirements of the job advertised.
Requirements

REQUIREMENTS OF THE JOB

EDUCATION:

Min:Business Management Diploma
Ideal:B Com/Business Management degree

TRAINING:

Min:Customer Service, Group Facilitation skills, Conflict Resolution, Communication skills, management skills
Ideal:Financial and project management, industrial/Labour relations

EXPERIENCE REQUIRED:

2 years’ management experience; 6 years’ customer service experience, 2 of which should be at supervisory level; some Customer Care Centre experience. Knowledge of academic acts preferred.
Job Closing Date 26/09/2019
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Last Updated: 12-9-2019 [19.09.05.00]
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