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Manager, Customer Relations (1X)

Applications are invited from suitably qualified and experienced persons to fill the following positions at the University of Zambia:

Purpose:

• Responsible for planning, coordination, implementation and monitoring of customer relation activities at the University of Zambia.

Responsibilities:

• Conducts customer satisfaction survey and ensures that customers are having quality interactions;

• Ensures marketing of University of Zambia products and services to prospective and existing customers;

• Ensures that accurate customer data is captured, and maintains customer records;

• Maintains records of all customer interactions in form of requests complaints and inquiries

• Ensures that all challenges relating to the students information system are recorded, reported and resolved within the shortest possible time;

• Ensures that all recorded customer complaints, inquires, requests and suggestions are resolved within acceptable timelines;

• Ensures that customer service processes are reviewed to meet customer needs and expectations;

• Oversees that students are correctly billed for registered courses and payments reflect on the system;

• Ensures that all payments made for UNZA products and services at Customer Service Centre are accounted for;

• Supervises that certificates are distributed efficiently to deserving Grandaunts;

• Ensures that application forms sold and received are accurately recorded;

• Coordinates the dispatch of admission letters to successful students;

• Ensures that student registration processes and procedures are adhered to;

• Manages the Academic Office website page;

• Conducts regular training in customer service trends;

• Implements guidelines and procedures on students’ complaints and appeals;

• Prepares and participates in the preparation of daily activities and weekly reports.

Qualifications:

• Grade 12 Certificate or its equivalent;

• Bachelor’s degree in Social Sciences, Education, Business Studies or any other related field;

• Minimum of five (5) years relevant work experience;

• Must be Computer literate.

How to Apply

Applications to be sent to:

The Registrar.

University of Zambia,

PO Box 32379,

Lusaka.

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University of Zambia (UNZA)
Established in 1966, the University of Zambia is the oldest and biggest university in Zambia. The institution's main campus, located in Lusaka, offers programmes in the schools of Agricultural Science, Education, Engineering, Humanities and Social Sciences, Law, Medicine, Mines, Natural Sciences and Veterinary Medicine. The motto, service and excellence has steered the development of the university since its inception. A provider of world class services in higher education and knowledge generation.
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