Join Our Team at IIE Rosebank College
The Independent Institute of Education, Rosebank College, is part of the ADvTECH Group, Africa's leading private education provider. From our humble beginning in 1909, Rosebank College has grown to a student population of more than 28,000 students nationwide.
As we continue to expand and innovate, we invite passionate professionals to become part of our dynamic team. If you are driven by the desire to make a meaningful difference in students' lives and wish to contribute to an institution that values academic excellence, connection, and student success, we would love to hear from you.
Join us on our journey of shaping futures!

Job Purpose:
The Customer Services Manager is responsible for overseeing and managing a team of agents who handle student inquiries via FreshCaller and resolve helpdesk tickets efficiently. This role involves ensuring excellent service delivery by monitoring team performance, maintaining service level agreements (SLAs), and implementing strategies to enhance student satisfaction. The leader fosters a collaborative team environment, provides regular coaching, and organizes training to address skill gaps. They optimize the use of systems like FreshCaller and the helpdesk platform to streamline operations, ensure accurate reporting, and improve resolution times. Additionally, the Team Leader addresses escalations, analyzes performance metrics, and drives initiatives to continuously improve the student experience while promoting operational efficiency and team engagement.

Duties & Responsibilities:
Staff management
• Provide onboarding and training programs for all new agents joining the team.
• Conduct regular one-on-one meetings, team check-ins, and performance reviews with the team.
• Resolve conflicts and address staff concerns promptly.
• Identify and implement professional development opportunities.

Helpdesk Operation
• Oversee helpdesk to ensure timely and quality support to students.
• Monitor ticketing system for timely response and resolution.
• Allocate workloads effectively to avoid delays or bottlenecks.
• Implement and update helpdesk policies and workflows.
• Ensure the helpdesk meets service-level agreements (SLAs).
Student Support Services
• Address escalated or complex student queries.
• Identify trends in student issues and address root causes.
• Develop and launch initiatives to proactively support students.
• Collaborate with academic, financial, sales and marketing and other teams.


Data management and reporting
• Accurate data collection, analysis, and reporting for decision-making.
• Monitor and analyze helpdesk ticket data to identify trends.
• Create and present monthly and annual performance reports.
• Maintain accurate records of student interactions.
• Leverage data to recommend and implement process improvements.

Minimum Requirements:

Qualifications
Minimum
• NQF Level 6 Qualification in Business, Management, Information Systems/Technology

Advantageous
• NQF Level 7 Qualification in Business, Management, Information Systems/Technology

Experience
Minimum
• Proven experience in managing student support services, customer service, or a related field.
• Demonstrated leadership and team management experience.

Rosebank College is an equal opportunities employer; however, EE and South African candidates will be preferred.