AIU
Africa International University
Customer Service Officer at Africa International University
KenyaFull TimeMid-Senior Level
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Africa International University
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Job Purpose:
To provide professional, timely, and customer-focused services as the University's first point of contact for visitors, prospective students, parents, alumni, and other stakeholders. The position holder will manage and respond to enquiries across various communication channels, support effective visitor management and student recruitment activities, and contribute to a positive institutional image and high levels of stakeholder satisfaction.
Key Responsibilities:
Receive, welcome, and professionally attend to visitors, prospective students, parents, alumni, and other stakeholders visiting the University.
Respond promptly and accurately to enquiries received through telephone, email, WhatsApp, social media, and other approved communication channels.
Provide accurate and up-to-date information on University programmes, admissions requirements, application processes, fees, intakes, and other relevant services, referring complex matters to the appropriate offices.
Manage the University's reception and ensure that visitors are appropriately directed and assisted.
Maintain professional telephone etiquette and ensure that missed calls and pending enquiries are followed up within the stipulated service timelines..
Capture, update, and maintain accurate records of enquiries, visitors, prospective students, and follow-ups in the CRM, ERP, or other approved systems.
Follow up with prospective students and other clients to provide additional information, address outstanding enquiries, and support conversion of enquiries into applications and enrolment.
Support the Marketing and Recruitment team during student recruitment activities, open days, exhibitions, career fairs, orientations, and other University events.
Receive, document, and appropriately escalate customer complaints, concerns, and service issues for timely resolution.
Collect and maintain customer feedback and provide regular reports on common enquiries, complaints, service gaps, and emerging customer needs.
Promote a positive customer experience and uphold the University's standards of professionalism, confidentiality, integrity, and service excellence.
Liaise with relevant departments to ensure timely resolution of customer enquiries and effective delivery of services.
Maintain an organized and professional reception area and ensure that customer-facing materials and information are current and readily available.
Contribute to initiatives aimed at improving customer service processes, enquiry response times, visitor experience, and stakeholder satisfaction.
Perform any other duties as may be assigned by the supervisor in furtherance of the University's objectives.
Requirements: Qualifications and Experience
A Diploma in Communication, Marketing, Business Administration, Customer Service, or a related field. A Bachelor's degree is an added advantage.
At least five (5) years of relevant experience in customer service, marketing, student recruitment, front-office administration, admissions, or another customer-facing role.
Experience working in a higher education institution will be an added advantage.
Additional training in customer service, communication, marketing, or front-office management will be an added advantage.
Skills and Abilities
Excellent verbal and written communication and interpersonal skills.
Strong customer care and relationship management skills.
Professional telephone etiquette and front-office management skills.
Excellent problem-solving and conflict-resolution skills.
Good organizational and time-management skills.
Proficiency in Microsoft Office Suite and CRM/Customer management systems.
Ability to multitask and work with minimal supervision.
Strong follow-up and enquiry-management skills.
High level of integrity, professionalism, confidentiality, and discretion.
Ability to work effectively with students, parents, staff, visitors, and other stakeholders.
Customer-focused approach with a commitment to service excellence and continuous improvement.
committed born-again evangelical Christian.