Customer Relations Manager

Компания "Westminster International University in Tashkent"

JOB TITLE: Head of Section: Customer Relations Manager

DEPARTMENT: Customer Services Department

REPORTS TO: Head of Information and Customer Services Department

Important note: How to apply: We accept applications ONLY via the WIUT official website (About us/Careers at WIUT). We do not review your application on hh.uz or any other website. Please complete the online application form fully and appropriately.

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.

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