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Information Services Practitioner
NMU —Nelson Mandela Bay, Eastern Cape
- Full-time
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Information Services Practitioner
NMU —Nelson Mandela Bay, Eastern Cape
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Quick Apply
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Information Services Practitioner

NMU -
Nelson Mandela Bay, Eastern Cape

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Job Details

Permanent | Full-time
3 days ago

Full Job Description

CORE PURPOSE OF JOB

The Information Services Practitioner is responsible for delivering a professional, client-centred information service to prospective and current students, staff, alumni, parents, and the broader public of Nelson Mandela University.

The incumbent provides accurate, timely, and courteous responses to enquiries relating to a broad range of general and student administrative matters through multiple communication channels. Working within a collaborative, team-based environment, the practitioner ensures that enquiries are effectively resolved at first point of contact where possible, or appropriately escalated and referred to the relevant internal stakeholders to facilitate efficient, seamless, and high-quality service delivery.

KEY PERFORMANCE AREAS

Provide front line customer support
Receive inbound contacts (telephone & e-mail) according to service offering
Analyze the nature of the enquiry/complaint and resolve or escalate to the relevant responsible employee according to business rules and guidelines
Interact with callers in accordance with set policies and procedures in line with Contact Centre QA standards, work instructions and guidelines
Capture all relevant caller interactions on the Contact Centre front-end/CRM
Broaden knowledge base regarding NMUs products and services
Adhere to scheduled break rosters & timelines
Adhere to NMUs policies and procedures

CORE COMPETENCIES

Customer Service Orientation
Professional communication skills, both written and verbal in English
Exceptional time management skills
Excellent problem-solving skills
Organizational and administrative skills (time management, prioritizing and goal setting timeframes)
Computer skills
Adaptability
Attention to detail
Good listening skills
Exceptional teamwork
Tolerance for stress
Ethical, integrity, loyal and trustworthy
Reliable and self-disciplined
Capacity to self-start and self-motivate

REQUIREMENTS

Matric plus appropriate 3-year post-matric qualification or equivalent in one or more of the following fields: marketing, public/customer relations management, and or education PLUS a minimum of two years relevant experience. Experience specifically in a customer service or contact centre environment would be beneficial.

DISCLAIMER: Nelson Mandela University is a designated employer committed to pursuing excellence, diversity, inclusion, and redress in achieving its employment equity targets. Preference will be given to suitably qualified (Race and Gender) candidates in accordance with the University's employment equity targets.No applications will be accepted after the closing date Friday, 14 August 2026.

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Information Services Practitioner

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