JOB TITLE: Student Information and Support Officer, Ask.WIUT
DEPARTMENT: Student Support Service
REPORTS TO: Head of Student Information and Support Section, Ask.WIUT
Note: working hours schedule September-May from 11:00 AM-20:00 PM, the rest from 9:00 AM-18:00 PM
PURPOSE: To undertake responsibilities for the front-line service and advice for all internal enquiries from the university students; to provide a customer-focused process for all first-line enquiries – internal. During the admission period help and support in the Enquiry office with all external enquiries.
CONTEXT: The University puts great effort into enhancing the student experience and supporting students toward their academic and career success. Information and Customer Services are an integral element of this activity. The Information and Customer Services Department has two sections: The Student Information and Support Section and the Customer Relations Section, which include Call Centre. This function will work within the university and the university offices. The post is for those who wish to learn practical customer-focused skills and to develop ‘in-work’ awareness. The internal inquiries officer works at the information desk; which is an open area in the hall of the building.
PRINCIPLE ACCOUNTABILITIES:
- To provide first-line advice to all enquiries from students of the University;
- To handle all enquiries (phone calls and students) and ensure that all enquiry records are maintained and inputted into the enquiry database;
- To help in handling the internal student-facing information support services;
- To collect all documentation e.g. application forms, and related documents;
- To assist in the processing of the student document queries (confirmation of study and others), collect the ready paperwork from the agencies concerned as ready (on daily basis) and hand it over to students;
- To help in providing reports on the internal student-facing customer services;
- To help and consult external visitors during the admission period:
- To undertake appropriate duties as required and in consultation with the Head of Information and Customer Services Department.
PERSON SPECIFICATION
The person appointed to this post should be able to demonstrate the following essential elements:
QUALIFICATIONS
- A Bachelor’s degree is required
- Be competent in English, Uzbek, Russian both oral and written
EXPERIENCE
- Evidence of working in teams
- Evidence of customer-focused, facing experience
- Evidence of dealing with stressful situations
APTITUDES, ABILITIES, SKILLS AND PERSONAL QUALITIES
- Interest in people and process
- Excellent communication skills
- Good knowledge of MS Office
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.
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