“It always gives me great pleasure to see clients or students with a smile on their faces,” says user support consultant Lerato Matlhare.

Meet user support consultant Lerato Matlhare, who tells Tukkievaria about his day-to-day role and more.

Tell us a bit about your background.

I have been a user support consultant at the Student Service Centre since 2019. My daily responsibilities include printing access cards, academic records and proof of registration for students; assisting prospective students with applications and registrations; and assisting clients with IT-related enquiries pertaining to the student/staff portal.

I studied Human Resources Management; however, my calling has always been in client-centred work. I was introduced to the world of client care through UP as a contact centre agent. Then I became an administrative officer within the Assessment Administration Division, before moving to The Tax Faculty as course coordinator and student coach, where I would motivate students and remind them of their assignments, exam dates and class attendance. As I couldn't study at UP, I vowed that one day I would work for this institution, and when I saw the post, I applied for the job.

Which #UPWAY pillar do you identify with most?

Impact. I always try to create a positive experience for a client. My role has given me the chance to interact with students or clients from all walks of life, and my role as the face of the University is to make sure that people know that we value them and we are here to assist. It always gives me great pleasure to see clients or students with a smile on their faces.

What do you enjoy most about your job?

The interaction with students and sometimes picking their brains is interesting. However, what is most fulfilling is hearing them say “thank you”.

What do you dislike about your role?

The registration period is hectic at times, and seeing a student not make it and some of them crying is what I mainly don't enjoy about this job. The January/February period is hectic for students, and when you can’t do anything to help them (such as with accommodation), it just breaks your heart.

What inspires you?

I am a spiritual person, and draw my inspiration from the Lord. I always have fruitful conversations with students who are studying theology; I also got to help the new dean of the Faculty of Theology and Religion with his new card, and that in itself keeps you positive.

What would you like to change about your job?

One thing I would change about my job is the flexibility and the digitisation of some of our services. We live in the era of the fourth industrial revolution, and one aspect that impacts students negatively is the manual submission of contracts. If we can try to improve on that and have a secure system that would allow students to submit their contracts online, that would be fantastic. One of our pillars is Innovate; therefore, we should be coming up with a digitised solution.