JOB TITLE: Customer Services Officer
DEPARTMENT: Learning Resource Center (LRC)
REPORTS TO: Head of Customer Service Team
LRC Working Hours:
During semester:
Mon - Fri 9:00 - 20:00
(Working by schedule) two or three times from 11:00 to 20:00 a week.
Saturday 9:00-18:00 (By schedule) One or two times a month
Off semester
Mon - Fri 9:00 - 18:00 (One shift only)
PURPOSE: To assist Customer Service Team to ensure smooth operation of the customers services of the LRC in order to promote quality independent learning and equal access of all LRC users to learning resources and research materials in a customer friendly manner. To organize induction sessions as for students as well as academic staff members, user consultancy on LRC materials.
CONTEXT: The LRC will provide a customer friendly environment that provides learning resources and research material for all the LRC community. Customer friendly and focused services need to be responsive and available within the resources, policies and regulations of the university. There are a set of posts that provides these services, some are focused on an individual, others shared duties with colleagues who have other responsibilities. In all cases post holders are expected to demonstrate responsible and responsive customer focused attitude and service. Appointments will be made to an area and a specific set of duties and responsibilities will be assigned. As an example the following are those for the support in the main learning area of the LRC
PRINCIPAL RESPONSIBILITIES
- Assist LRC community with search and research enquiries, and any other customer related function
- Operate the circulation system (check in and checkout items) issuing and returning books; operating the reservations system, register new LRC patrons
- Provide feedback on the efficiency and effectiveness of the customer service functions
- Ensure that the LRC stock is in good order: shelving and filing new and returned books and materials
- Review and maintain LRC materials in usable condition: cleaning, covering, replacing spine and date labels
- Maintain a comfortable and friendly environment, ensuring all customer related information is accessible and up to date
- Assist in operational activities such as the inventory process
- Participate in professional development activities as appropriate
- Assist in the development of WebOPAC, Digital Library, Moodle and other LRC related platforms
- Assist in induction sessions for the existing and new students, staff members, applicants and their parents
- Conduct induction sessions for the existing students, staff members, applicants and their parents
- Any other duties as appropriate and required by the LRC Manager and Head of Customer Service Team
Person Specification
The appointee should be able to demonstrate the following:
Short-listing is carried out on the basis of the evidence candidates offer in all areas of this specification.
Qualification
- 1st degree in any area is preferable
- English language proficiency
Aptitudes, Abilities, Skills and Personal Qualities
- Electronic research proficiency and analytical ability
- Interpersonal and communications skills
- Aptitude for detail and accuracy
- Ability to prioritize multiple tasks
- Ability to work effectively both independently and collaboratively
- Desirable proficiency with MS Office, Photoshop, Powerpoint, video editor software etc
Note: This job description does not form part of the employee's contract of employment but is provided for guidance. The precise duties and responsibilities of any job may be expected to change over time.
How to Apply
To apply please complete the application form online.
Only shortlisted candidates will be contacted.
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