Manager, Customer Relations (1X)

Applications are invited from suitably qualified and experienced persons to fill the following positions at the University of Zambia:

Purpose:

• Responsible for planning, coordination, implementation and monitoring of customer relation 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 students information system are recorded, reported and resolved within the shortest possible time;

• Ensures that all recorded customer complaints, inquires, 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.

How to Apply

Applications to be sent to:

The Registrar.

University of Zambia,

PO Box 32379,

Lusaka.