Customer Service Officer

Role Overview

This position anchors the university’s public-facing experience, acting as the first professional contact for everyone who walks in, calls, or writes to the institution. Day to day, you will handle a high volume of enquiries about courses, admissions, fees, and campus life; guide visitors to the right offices; and keep accurate records of every interaction. Your work directly shapes the university’s reputation and plays a practical role in turning initial interest into completed applications and enrolled students.

Key Responsibilities

• Greet and assist visitors, prospective students, parents, alumni, and other stakeholders in a warm, professional manner, ensuring they reach the appropriate person or office quickly.
• Respond to enquiries coming through phone, email, WhatsApp, social media, and other approved channels, giving clear, current information about programmes, entry requirements, application steps, fees, and intake dates.
• Keep the reception area organised, presentable, and stocked with up-to-date brochures and information materials for visitors and prospective students.
• Log every enquiry, visitor, and follow-up interaction accurately in the university’s CRM, ERP, or related systems, and maintain these records for reporting and conversion tracking.
• Proactively follow up on missed calls, unresolved questions, and prospective student leads to provide the extra information they need and encourage progression toward application and enrolment.
• Support the marketing and recruitment team during open days, exhibitions, career fairs, orientations, and campus events by representing the university and assisting with attendee engagement.
• Receive complaints and service concerns, document them properly, escalate issues through the right channels, and work with internal departments to ensure timely resolution.
• Contribute to service improvement by noting frequent questions, feedback, and service gaps, then producing regular summaries that help leadership respond to emerging customer needs.

Requirements & Qualifications

• A diploma in communication, marketing, business administration, customer service, or a related field; a bachelor’s degree is strongly preferred.
• At least five years of practical experience in a customer-facing role such as front-office administration, admissions, student recruitment, or customer service management.
• Experience within a higher education institution is an advantage, as is additional training in communication, marketing, or front-office management.
• Excellent written and verbal communication skills, with the confidence to speak clearly to students, parents, staff, and external visitors.
• Professional telephone manner, strong interpersonal skills, and the ability to manage sensitive or difficult conversations with tact and discretion.
• Sound organisational skills and the ability to handle multiple tasks at once, prioritise enquiries, and follow through on commitments without constant supervision.
• Proficiency with the Microsoft Office suite and experience using CRM or customer management systems to track enquiries and follow-up actions.
• Demonstrated problem-solving ability, conflict-resolution skills, and a commitment to high standards of integrity, confidentiality, and service excellence.
• A customer-focused mindset, an eye for continuous improvement, and a readiness to work collaboratively across departments.
• Candidates must be committed born-again evangelical Christians who align with the university’s faith-based values and institutional mission.