JOB TITLE: Customer Relations Manager
DEPARTMENT: Customer Services Department
REPORTS TO: Head of Information and Customer Services Department
Opening date: 04.01.2025
Deadline: 18.01.2025
PURPOSE: To undertake responsibilities the front line service and advice for all different enquiries (internal and external) from the public and university students; to provide a customer focused process for all first line enquiries; to follow-up and point of contact recruitment activities. In addition, to be the front Window then this is the point for Parents to contact enquiries and to engage.
PRINCIPLE ACCOUNTABILITIES:
- To help implement the customer relations strategy, in particular the university’s Recruitment and Enquires strategy;
- To help implement the university’s recruitment strategy through organisational and operational responsibilities;
- To be responsible for the university’s customer facing enquiry service in relations to its courses, programmes and activities;
- To help develop and maintain the enquiry information system;
- To manage external enquires (phone calls, visitors) and ensure that all enquiry records are maintained and inputted into the enquiry databases;
- To be responsible for the management of the customer relations service and the colleagues who work in this area;
- Coordination with registrar, accounting, rector’s office and other departments to provide first line advice in everyday problems in admission, university information and other issues.
- To troubleshoot customer issues;
- To analyze information about customers, educate visitors;
- To inform parents with the latest news and new implemented rules of admission, requirements; access and fulfill customer needs;
- To maintain the balance between the university policy and customer needs in decision making;
- To contribute to the general activities of the Information and Customer Services Department, including work in Ask.WIUT;
- To undertake appropriate duties as required and in consultation with the Head of Information and Customer Services /Director of Student Support Services.
PERSON SPECIFICATION QUALIFICATIONS:
- First degree in any discipline
- Be competent in English, Uzbek, Russian both oral and written
EXPERIENCE:
- Evidence working within teams
- Exposure to marketing practice, preferably in education or an industry that is related to professional practice
- Evidence of customer focused, facing experience
- Evidence of dealing with a range of customers and customer situation
APTITUDES, ABILITIES, SKILLS AND PERSONAL QUALITIES
- Interest in people and process
- Excellent communication skills both oral and written.
- Innovative, and dynamic, with a practical approach.
- Good ICT skills.
- Good presentation and organisational skills.
- An understanding of the educational environment or similar professional environments
- An ability to think strategically and creatively, able to adopt ideas and to produce practical results.
- A strong sense of corporate commitment to the mission and objectives of the University.
- An interest in and willingness to seek to develop through the support of the project with the University of Westminster.
Note: This job description does not form part of your contract but is provided for guidance. The precise duties and responsibilities of any job may be expected to change over time. Job Holders should be consulted over any changes to this job description before implementation.
Review other job vacancies at: https://www.wiut.uz/job-wiut
Telegram: https://t.me/wiut_vacancies
