Overview
Customer Hero/Reception Jobs in City of Johannesburg, Gauteng, South Africa at AIE, Academic Institute of Excellence
Title: Customer Hero/Reception
Company: AIE, Academic Institute of Excellence
Location: City of Johannesburg, Gauteng, South Africa
Customer Hero/Reception
Student Support
Location: Greenside, Gauteng
We are looking for a Customer Hero to serve as the first point of contact between the institution and its students, prospective students, visitors, suppliers, and other stakeholders. The role is responsible for delivering a professional, welcoming, and efficient customer experience across all communication channels, including reception, telephone, live chat, and email.
The position balances front-of-house reception responsibilities with customer support and sales administration, ensuring enquiries are managed promptly, visitors are assisted professionally, and communications are accurately routed to the appropriate departments.
The Customer Hero contributes to the quality, responsiveness, and operational efficiency of the Sales, Student Support, and Administrative functions while representing the institution's brand and values at every interaction.
Key Responsibilities
Reception & Front-of-House Services:
- Serve as the primary receptionist and welcome all visitors, students, suppliers, and guests in a professional and courteous manner.
- Manage the institution's reception area, ensuring it remains presentable, organised, and welcoming at all times.
- Operate the switchboard, answering, screening, and directing telephone calls promptly and professionally.
- Receive and announce visitors, notifying relevant staff of arrivals.
- Receive, distribute, and record incoming deliveries, parcels, and correspondence.
- Coordinate meeting room bookings where required and assist with preparing reception areas for meetings and events.
- Provide general information and directions to visitors regarding the institution's services, departments, and facilities.
Sales and Lead Management:
- Act as the first point of contact for all sales-related calls, live chats, and emails.
- Qualify and assess incoming leads to determine appropriate routing or action.
- Manage, allocate, and track sales leads in CRM systems to ensure timely follow-up.
- Re-allocate or recover leads that risk stagnation or loss.
- Handle all Short Learning Programme (SLP) leads during peak seasons to maintain sales continuity.
- Support the Sales Department during marketing campaigns, Open Days, and peak enquiry periods.
- Maintain detailed and accurate data entry of all lead interactions and outcomes.
Student & General Support
- Provide first-level support to students via phone, live chat, and email.
- Assist students with portal logins, online library access, and troubleshooting of basic platform issues.
- Guide students through digital resources and troubleshoot browser or device-related issues affecting their learning experience.
- Log and manage tickets, escalating to Level 2 Support when required, ensuring closure within SLA timeframes.
- Maintain an up-to-date knowledge base of FAQs and self-help resources for consistent service delivery.
Communication & Customer Service
- Deliver professional, empathetic, and solution-oriented communication across all channels.
- Ensure enquiries (sales or support) are resolved efficiently or routed correctly.
- Record, track, and report recurring issues or enquiry patterns for process improvement.
- Participate in feedback loops and team discussions to enhance service quality.
- Uphold institutional tone, professionalism, and responsiveness standards in all written and verbal communication.
Systems & Process Efficiency
- Manage call routing, CRM updates, and ticket queues.
- Contribute to data accuracy and reporting within CRM and support platforms.
- Assist in continuous improvement initiatives aimed at enhancing enquiry management, lead conversion, and ticket resolution times.
- Collaborate closely with Sales, Support, and Accounts teams to ensure seamless cross-departmental communication.
Minimum Requirements
- Bachelor’s degree in Business, Communication, Administration, or a related field.
- 1–3 years’ experience in customer service, call center, student support, or sales environments.
- Excellent communication skills (verbal and written).
- Strong multitasking and prioritisation abilities.
- Proven ability to work under pressure and manage high enquiry volumes.
- Technologically proficient (CRM, ticketing systems, MS Teams, Office 365, chat tools).
- Attention to detail, accuracy, and service excellence mindset.
At AIE, we’re not just adapting to the future, we’re building it. If you're passionate about continuous growth, inspired by new technology, and want your ideas to be heard (and actually implemented), you might have just found your place.
We stay agile through adaptability, lead with empathy, honour respect, and spark everything with curiosity. If this sounds like your kind of environment, where flexibility, innovation, and human-centered design guide the way, then we’d love to hear from you.
Apply today at [email protected]
Let’s create something meaningful together.
