Zimbabwe Open University (ZOU)
DUE: 08 FEB 2025
LIAISON OFFICER: CALL CENTRE (LEARNER SUPPORT AND RETENTION): CENTRE FOR STUDENT MANAGEMENT: (1 POST)
MAIN DUTIES AND RESPONSIBILITIES
- Handling inbound calls, emails and chats from students, staff and faculty responding to queries and resolving issues efficiently;
- Providing accuracy and up to date on university programmes, services and policies;
- Troubleshooting and resolving problems, escalating complex issues to appropriates units when necessary;
- Collaboration with various university departments to resolve student concerns and improve overall student experience;
- Maintaining accurate records of interactions using the Call Centre system;
- Staying updated on university news, events and initiatives to provide informed support;
- Identifying and reporting trends and areas for improvement in University processes;
- Managing learner support retention and student advisement; and
- Carrying out any other duties as and when required by Manager, Centre for student Management.
QUALIFICATIONS AND EXPERIENCE
- A Bachelor’s degree in Marketing, Social Sciences, Public Relations or equivalent;
- Possession of a Master’s degree in any of the areas stated above will be an added advantage;
- Relevant experience in customer service, call centre operations or education support;
- At least two (2) years post qualification work experience;
- Knowledge of distance e-learning will be an added advantage; and
- Computer literacy is a must.
Candidates who do not have the stipulated requirements need not apply.
TO APPLY
Interested and qualified persons should submit their applications consisting of the following documents: application letter, certified educational and professional certificates as well as transcripts and curriculum vitae with contact details (telephone numbers and e-mail addresses) of at least three (3) referees as follows:
CLICK HERE and register to be able to apply online and applications should be in PDF format as a single document.as hard copies which consist of three (3) sets of each of the above listed documents. All envelopes should clearly indicate the post being applied for.