NWU

NORTH-WEST UNIVERSITY (MAHIKENG CAMPUS) DEPARTMENT: CORPORATE RELATIONS AND MARKETING VACANCY: ASSISTANT MARKETER: SERVICE LINES PEROMNES GRADE: P10 POSITION NUMBER: N000413 PURPOSE OF THE POSITION: The purpose of the position of Assistant Marketer: Service Lines is to provide friendly, effective, and engaging customer service on the various Service Lines of the NWU in collaboration with the Manager: Marketing Communication. The incumbent will report directly to the Manager: Marketing Communication and work in conjunction with the other sub-departments in Marketing and Student Recruitment. The purpose of the position is to manage and perform administrative tasks related to the service lines of the NWU. The incumbent should be knowledgeable about creating excellent customer service, managing the complaints line, responding to customer enquiries, and reporting monthly on the customer experience.

• Coordinate and oversee the answering of enquiries received on the NWU’s CRM (customer relationship management) system, WhatsApp lines, email, and website enquiries.
• Responsible for answering digital student enquiries about study opportunities in a professional and accurate way. Assist manager in compiling a monthly report and collecting marketing information for retention purposes.
• Manage the thoughts and complaints line in a thoughtful and accurate way.
• Keep up to date with the latest admission requirements and course offerings.

• Daily monitoring of the enquiries on various service lines and report to the manager.
• Monitoring the performance of service line operators and address short comings in an effect manner.
• Assist in processing of ad hoc payments of service line operators where applicable.
• Alert in a timely fashion the relevant managers of potential brand risks and reputation risks.

• Perform ad hoc tasks as assigned by Manager: Marketing Communication.

• Bachelor’s Degree in Marketing or communication equivalent to NQF level7
• Approximately 3 years’ experience in the field of client service and customer care.
• 3 years’ knowledge of Corporate Relations and Marketing
• 3 years’ knowledge and experience of online communication systems

• Experience of managing a team will serve as a recommendation
• Knowledge of university’s courses and financial administration will serve as a recommendation

• Proficient: Knowledge of principles for providing customer and personal services.
• Knowledge of tertiary environment
• Language Ability to function within the multilingual policy of the University and its different target audiences
• Advanced: High level of competency in terms of Microsoft Word, Excel, PowerPoint and MS Teams and CRM (customer relationship management) Systems. The required expertise is due to the administrative nature of this position.
• Driver’s license

• Creativity – Content creation capabilities and the ability to think creatively
• Prioritise – The ability to prioritise and keep a cool head to meet deadlines under pressure
• Customer service – Ability to effectively liaise and communicate with the various stakeholders at various levels and from diverse backgrounds
• Accuracy and attention to detail – To deliver accurate communications conforming to applicable quality standards
• Time management – The ability to work focused, responsibly and apply good time management.