Client Experience Officer

1 week ago

KwaZuluNatal, Saudi Arabia ADvTECH Full time

Overall purpose of the job:

  • The Client Experience Officer - Boarding will be tasked with maintaining current clients and keeping accurate correspondence records, engaging with our customers and improving customer touchpoints.
  • The Client Experience Officer - Boarding must be able to understand customer needs and develop ways to fulfil them.
  • Their dedication to the needs of our clients will encourage client loyalty and enhance our organisation’s growth through positive client engagement.

Qualification:

  • Matric
  • Computer literacy MS Office is essential
  • 3-year Diploma/Bachelor degree NQF Level 7 will be advantageous

Experience:

  • Minimum of 2 to 5 years’ experience in a similar position and environment

Responsibilities Include:

Administration

  • Resolving phone, walk-in, and email customer inquiries with regards to boarders
  • Processing and logging of incoming calls
  • Assist the CXO with the preparation of boarding specific slides for MANCO reports as and when required
  • Provide the CXO/AC with weekly social media planner with pre-approved copy and images.
  • Provide the CXO/AC with weekly, monthly and quarterly reporting on school owned non-paid social media posts
  • Maintaining confidentiality of information
  • Ensure data integrity
  • Attend weekly check ins with CXO Team lead
  • Attend weekly check ins with brand Marketing team
  • As part of the admin department undertake administrative duties as and when required

Retention/ Leavers

  • Drive insight from data to grow retention
  • Ascertain ‘At risk’ boarding students and encourage ‘Stay interviews 

Customer Service/Client Experience

  • Ensure 24-hour turnaround time with customer queries and inquiries including social media DMs and online comments and queries
  • Making weekly courtesy calls to clients Including at risk list and reporting back weekly to CXO.
  • Assist with boarding parent enquiries
  • Forwarding and escalating inquiries to relevant individuals and departments
  • Providing outstanding customer service
  • Analysing customer touchpoints and identifying gaps in the process. Establish ways to improve and maintain the overall brand experience for boarders
  • Undertake monthly boarding tour audits and provide written report to CXO
  • Undertake and roll out pre-approved boarding parent satisfaction surveys and benchmarking against industry standards
  • Handle client issues throughout the client life cycle in a timely and accurate fashion
  • Ensure quality and consistency of service to customers.
  • Consistent attention to boarding parent relationships
  • Focus on improvement on NPS ratings Boarding related
  • KPI’s will include but not limited to customer satisfaction levels on each of the customer points

Leads/Tours

  • Assist Head of Boarding with school tours and meet and greets of potential new parents for boarding

Re-Registration

  • Assist the CXO to drive and guide the existing clients Boarding to re-register
  • New students Boarding registration process. Ensuring parents complete process of selecting plans
  • Ensure a 100% response rate from boarding parents in response to re-registration requests and that the status of the re-registration is updated accordingly in SIMS

Communication/PR

  • Assist with sending pre-approved school communication in SIMS, apps and emails
  • Assist with customer touch points of the school Boarding Newsletter, WhatsApp messages, invitations and event designs, other communications to parents etc
  • Ensure reception televisions are updated with relevant approved content
  • Share all approved content with other platforms as and when required for example, media partners and report weekly to CXO all PR articles submitted

Events

  • Attend school events as per pre-approved schedule
  • Assist CXO planning and execution of events such as parent coffee mornings, academic, sports and cultural events
  • Give focus to internal marketing events g. Movie nights, themed dinners, Boarding Awards nights
  • Arrange and attend functions such as coffee mornings, sport and cultural events, social events etc to build relationships with boarding students, day students and their parents

Social Media/Digital

  • Be responsible for the creation of high-quality content drafting copy as well as imagery for non-paid social media platforms. Working to a pre-approved strategy and ensuring high quality and engaged platforms
  • Timeous response to DMs on all platforms
  • Alert CXO/AC and Campus Head to potential hate speech, inflammatory comments for approved action e.g. hide, delete or block in accordance with social media privacy policy
  • Heart and engage with paid and nonpaid posts with brand tone of voice and accurate use of spelling and grammar
  • Assist with school photo library on SharePoint
  • Lead the school yearbook project
  • Assist with quarterly audit of school website

Competencies Include:

Skills:

  • Good understanding of social media platforms
  • Good understanding of Public Relations
  • Good understanding of graphic design
  • Excellent Microsoft skills, Word, Excel and PowerPoint, Canva

Behavioural Attributes:

  • Excellent interpersonal and relationship management skills
  • Time management
  • Advanced planning and organising
  • Attention to detail
  • Customer service
  • Project management
  • Problem solving
  • Research and negotiation skills
  • Analytical thinking

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