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Manager, Customer Relations Job Vacancy: University of Zambia

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  • Company: University of Zambia
  • Location: Lusaka, Lusaka Province, Zambia
  • State: Lusaka
  • Job type: Full-Time
  • Job Title: MANAGER, CUSTOMER RELATIONS (1 POSITION)

Purpose: Responsible for planning, coordination, implementation and monitoring of customer-related activities at the University of Zambia.

Responsibilities:

  • Conducts customer satisfaction survey and ensures that customers are having quality interactions;
  • Ensures marketing of University of Zambia products and services to prospective and existing customers;
  • Ensures that accurate customer data is captured, and maintains customer records;
  • Maintains records of all customer interactions in form of requests complaints and inquiries;
  • Ensures that all challenges relating to the student’s information system are recorded, reported and resolved within the shortest possible time;
  • Ensures that all recorded customer complaints, inquiries, requests and suggestions are resolved within acceptable timelines;
  • Ensures that customer service processes are reviewed to meet customer needs and expectations;
  • Oversees that students are correctly billed for registered courses and payments reflect on the system;
  • Ensures that all payments made for UNZA products and services at Customer Service Centre are accounted for;
  • Supervises that certificates are distributed efficiently to deserving Grandaunts;
  • Ensures that application forms sold and received are accurately recorded;
  • Coordinates the dispatch of admission letters to successful students;
  • Ensures that student registration processes and procedures are adhered to;
  • Manages the Academic Office website page;
  • Conducts regular training in customer service trends;
  • Implements guidelines and procedures on students’ complaints and appeals;
  • Prepares and participates in the preparation of daily activities and weekly reports.

Qualifications:

  • Grade 12 Certificate or its equivalent;
  • Bachelor’s degree in Social Sciences, Education, Business Studies or any other related field;
  • Minimum of five (5) years relevant work experience;
  • Must be Computer literate.

 

Applications to be sent to:

The Registrar
University of Zambia
P. O. Box 32379
Lusaka
Closing date: 30 the April 2018.

Only short-listed candidates will be contacted.

The University of Zambia is an Equal Opportunity Employer.