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Competencies
Demonstrated experience with Call Management.
Demonstrated experience with Customer Service.
Demonstrated experience with Office Management.
Demonstrated experience with Record Keeping.
Education
Summary
Professional profile
Experience
HR Coordinator
Coordinate the recruitment and selection process, including advertising vacancies, scheduling interviews, preparing interview packs, and communicating with candidates.. Maintain accurate and up-to-date employee records and personnel files.. Assist with onboarding and induction of new employees.. Coordinate employment contracts, probation reviews, transfers, promotions, and terminations.. Provide administrative support for payroll, including collecting and verifying employee information and changes.. Assist with leave, attendance, overtime, and other employee-related records.. Support performance management processes, including probation reviews and performance documentation.. Assist with employee relations matters and ensure that HR documentation is properly maintained.. Coordinate training and development activities, including training schedules and attendance records.. Assist with the implementation and administration of HR policies, procedures, and processes.. Prepare HR reports, statistics, and workforce information for management.. Ensure compliance with relevant labour legislation and company policies.. Respond to employee HR-related queries and provide general guidance on HR procedures.. Maintain confidentiality and ensure the secure handling of employee information.. Support HR projects, audits, Employment Equity initiatives, and other HR activities as required.
Administration Officer
Office Management: This includes managing office supplies, maintaining equipment, and ensuring the overall tidiness and functionality of the workspace.. Communication: Handling phone calls, emails, and other forms of correspondence, as well as disseminating information to relevant parties.. Scheduling and Coordination: Managing calendars, scheduling meetings, and coordinating travel arrangements for staff.. Record Keeping: Maintaining both physical and digital files, including confidential documents, and ensuring accurate and up-to-date records.. Financial Support: Assisting with tasks such as expense reports, budgeting, and basic bookkeeping.. Event Planning: Helping to organize and coordinate company events, both internal and external.. Customer Service: Serving as a point of contact for clients and visitors, providing information and assistance as needed.. Supervisory Responsibilities: In some cases, Administrative Officers may supervise other administrative staff or delegate tasks to them.. Policy and Procedure Implementation: Ensuring compliance with company policies and procedures, and potentially contributing to the development of new ones.. Problem Solving: Identifying and resolving administrative issues, and finding solutions to ensure smooth operations.. Technology Proficiency: Utilizing various office software and systems to perform their duties effectively.. Collaborate with HR and onboarding teams to facilitate the smooth transition of new hires.
Call Centre Agent
Answering and Routing Calls: Manage all incoming calls pertaining to enrolments, curriculum, fees, academic calendar and College operations.. Providing Information and Support: Respond to all clients queries, offer technical support, and guide customers through seamless processes.. Resolving Issues and Complaints: Perform diagnosis on the problems, troubleshoot issues, and find solutions to customer complaints or queries.. Processing Orders and Transactions: Process new registration applications, advise on accounts status and handle other customer transactions.. Documenting Interactions: Call recording and record keeping.. Following Up: Schedule callbacks for service delivery satisfaction, send follow-up emails and escalate complex issues to specialized teams.. Meeting Performance Goals: Ensuring that key performance indicators (KPIs) i.e meeting call targets, resolution time, and customer satisfaction.. Building Customer Relationships: Create and establish positive customer experiences and foster loyalty through effective communication and problem-solving.. Reporting: Reporting on monthly statistics, challenges and highlights.
Call Centre Agent
Answering Calls & Other Interactions: Responding to a high volume of inbound calls from clients requesting new telephone lines.. Providing Information & Support: Answering customer questions, providing product knowledge and service information.. Resolving Issues: Logging telephone faults on the system for repairs.. Addressing customer complaints, troubleshooting technical problems, and finding solutions to customer needs.. Dispatch a technician for telephone line repair.. Signing off all repaired telephone lines and new installations.. Documenting Interactions: Recording details of each interaction, including customer information, issue details, and resolutions.. Meeting Performance Metrics: Achieving targets for call handling time, call resolution rates, and other key performance indicators (KPIs).. Following Procedures: Adhering to company policies, communication scripts, and data security protocols.. Additional Responsibilities: Sales & Upselling: Identifying opportunities to sell additional products or services.. Escalating Issues: Identifying and escalating complex or unresolved issues to supervisors or specialized teams.. Gathering Feedback: Collecting customer feedback and reporting trends to management.. Maintaining Knowledge: Staying up-to-date on product information, company policies, and procedures.. Promoting a Positive Image: Maintaining a professional and courteous demeanor to represent the company positively.. Weekly report writing.