Tukkievaria is excited to introduce its Customer Service Champion feature, which celebrates those at UP who go the extra mile for every client by living the values outlined in THE UPWAY. Let’s meet Jacob Maloka, user support operations manager at the Student Service Centre. His line manager describes him as "a customer-centric and people-oriented leader who always puts People and Customers at the centre of his leadership. The team is more customer focused, receiving more compliments from Customers, all thanks to his leadership for creating such a customer centred environment."

Tell us about your role at UP.

I have been user support operations manager at the Student Service Centre (SSC) since 2021. My daily responsibilities include overseeing the daily operations of UP’s call centre and its team. I resolve customer issues, and escalate enquiries or other call centre problems. I also monitor staff effectiveness and performance, coach and motivate the team through challenging customer service issues, and improve telephone/email handling and other procedures to maintain high customer service standards.

Where did you work prior to joining UP?

My first job was working as a croupier at a casino before becoming a customer database manager in marketing after six years in the industry. I left the world of casinos to join academic administration in 2008 at Monash SA as a scheduler. I was later appointed head of client services at the SSC, and stayed in that role for six years (until mid-2014).

In 2016, I saw an advert on the UP website for student services consultants and did not waste time applying. The reception I received at UP on my first day made me feel like I belonged here. I work with a team of friendly people who understand the meaning of customer satisfaction.

I am currently registered for a BCom (Hons) in Business Management at Unisa, and I intend to complete it at the end of this year. I hope to register for a master’s in Business Management in 2024.

Which UPWAY pillar do you identify with most and why? 

Impact and Live: I believe it is everyone’s duty to help one another and have an impact on people’s lives in a positive way. We are the solutions to the challenges facing our society and the environment. Mabogo dinku a thebana (people are meant to help each other).

What do you enjoy most about your job?

It is easy to balance this job with my personal life, because the work environment is comfortable and gives one a sense of belonging. Opportunities for self-development are there for me to explore.

What do you enjoy least about your job?

I have not yet come across something that I don’t like about my job. I am surrounded by great people and supportive leadership. Though there is space for improvement in our dealings with other supporting departments to improve customer experience.

If you could change one thing about your job, what would it be?

Our jobs come in different forms, from interesting to monotonous. Working with people is somewhat challenging and interesting. Because of the nature of my job, I will not change anything about it, but I will change my attitude and expectations.

Where do you draw inspiration from?

I love working with people – solving their problems and fulfilling their needs; seeing and sensing their satisfaction gives me pleasure. People are unique, and every day you hear and learn something new from them. I draw inspiration from coming up with creative ways and new ideas to solve problems

Where do you see yourself in the future?

For now, my mission is to develop my management experience, and my knowledge of the organisation and higher education industry. In the long term, I would like to see my career progress, become a thought leader in the organisation and mentor others.

Which words/quotes do you live by?

Richard Branson said: “Respect is how to treat everyone, not just those you want to impress.” I always want to remain respectful in my interactions with everyone.