Rosebank College Is Hiring Customer Services Agents (x6 Posts)

IIE Rosebank College invites suitably qualified applicants to apply for their Customer Services Agent Vacancies (x6 Posts). The closing date for applications is 05 February 2026, so interested candidates should apply as soon as possible before applications close.

If you enjoy helping people, answering questions, and solving problems daily, then this could be the perfect job for you. Many students struggle with registration questions, class schedules, payments, logins, and general support issues — and that’s where a Customer Services Agent becomes very important. Rosebank College is looking for friendly, professional people who can support students and make them feel valued and respected.

---

About IIE Rosebank College (ADvTECH Group)

Rosebank College is part of The Independent Institute of Education (IIE), and it operates under the ADvTECH Group, which is known as one of Africa’s leading private education providers.

Rosebank College has a long history dating back to 1909. Over the years, it has grown into a well-known institution with over 28,000 students across South Africa. This shows that the institution is trusted and continues to expand.

Working at Rosebank College is more than just having a job — it means being part of a team that supports learning, student success, and real futures. The institution focuses on connection, academic excellence, and helping students stay on track.

---

Customer Services Agent Job Overview

A Customer Services Agent is the first point of contact when students need help. Students may contact the institution through:

• Phone calls
• Emails
• Helpdesk tickets
• Support systems (like FreshCaller)

This role is important because it helps students feel supported, understood, and guided when they are confused or stuck. A successful agent must be able to communicate clearly and calmly, even when the student is frustrated or stressed.

---

Key Purpose of the Role

The main goal of the Customer Services Agent is to:

• Assist students quickly and correctly
• Solve problems professionally
• Provide accurate information
• Ensure the student has a good experience

You are basically the voice of the institution to the student. That’s why good communication skills, patience, and professionalism matter a lot.

---

Main Duties and Responsibilities

Call Handling (Student Support Calls)

One of the biggest parts of this job is answering calls. Customer Service Agents are expected to handle calls in a way that makes students feel respected and supported.

Your call duties will include:

• Answering incoming student calls using FreshCaller
• Understanding what the student needs and giving correct information
• Handling many calls during busy times, especially during registration periods
• Prioritising urgent matters so that students don’t wait too long
• Escalating serious or complicated issues to the correct department
• Listening carefully and showing empathy during each call
• Keeping professional call flow and not wasting time
• Recording clear call notes, actions taken, and outcomes in FreshCaller
• Studying call patterns to identify repeated issues and suggest solutions

This means you won’t only answer calls — you will also learn what students struggle with most and help improve the support process.

---

Ticket Resolution (Helpdesk Support)

Not all support happens over the phone. Many students send issues through a helpdesk system as tickets.

Your ticket duties will include:

• Resolving student tickets within set turnaround time (SLA)
• Documenting problems properly and clearly
• Tracking tickets and ensuring nothing is forgotten
• Updating ticket status and communication
• Keeping students informed about progress and delays
• Working with other departments when support requires specialised help
• Escalating tickets quickly when required
• Following up until the issue is fully solved
• Creating performance and issue reports for management
• Studying ticket trends and suggesting ways to reduce repeated issues

Ticket resolution is critical because students want fast support, and they want to feel like their issue matters.

---

Customer Service Excellence (Creating a Great Student Experience)

This job is not just about “closing tickets” and “answering calls”. It’s also about the way you speak to students and how you treat them.

You will be expected to:

• Be friendly, polite, and easy to approach
• Keep a positive and professional attitude every time
• Understand the student’s feelings and situation
• Reassure students and communicate clearly
• Handle difficult students calmly
• Stay respectful even when students are angry or emotional
• Deliver excellent service and try to exceed expectations

A great agent doesn’t make students feel like a burden — they make students feel like they matter.

---

Knowledge and Continuous Improvement

To do this job well, you must always stay up to date with institutional systems and policies.

You will also:

• Attend training sessions regularly
• Take part in team knowledge-sharing sessions
• Learn more about deadlines, registration rules, finance processes, and academic systems
• Help build FAQ pages and knowledge documents for students
• Suggest changes to improve tools and processes
• Stay informed on common student issues so you can help faster next time

This is good for your career because you learn a lot about how education institutions operate.

---

Minimum Requirements (Qualifications and Experience)

To qualify for this position, applicants must meet minimum requirements.

Qualification Requirements

You must have:

• NQF Level 6 qualification in Business Administration or Information Systems/Technology (Minimum)

An advantage:

• NQF Level 7 qualification in Business Administration or Information Systems/Technology (Ideal)

---

Work Experience Requirements

You should have:

• At least 1 year administrative experience
• Experience in an educational institution is a strong advantage

Even if you don’t have education sector experience, having good admin and customer support skills may still help you stand out.

---

Skills That Will Help You Succeed in This Role

If you want to shine in this job, you need these skills:

• Strong communication skills (written and spoken)
• Ability to work under pressure during busy periods
• Good listening and problem-solving ability
• Ability to follow procedures and escalation rules
• Computer skills and ability to learn systems quickly
• Patience and empathy when supporting students
• Ability to stay organised and manage time well

This is a job for someone who enjoys helping people and staying calm in stressful moments.

---

Employment Equity Note

Rosebank College is an equal opportunity employer. However:

• Employment Equity (EE) candidates will be preferred
• South African citizens will be preferred

---

Why You Should Apply for This Job

This opportunity is great because:

• You will work for a respected institution with a long history
• The job builds strong experience in customer service and administration
• It gives you exposure to systems, ticketing tools, and education operations
• You gain valuable skills that can open more career doors in the future

If you are someone who enjoys professional work, communication, and helping students succeed, then this could be a strong move for you.

---

Closing Date for Applications

Closing Date: 05 February 2026

Do not wait for the last day — job posts like this usually receive many applications, and early applications often stand a better chance of being noticed.

---