Stellenbosch University
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A day in the life of: Selina Seshabela
Author: Corporate Communication and Marketing/Korporatiewe Kommunikasie en Bemarking
Published: 13/05/2022

​Selina Seshabela heads up the Contact and Client Services Centre at Stellenbosch University (SU), serving as the first point of contact for stakeholders who require assistance with a range of SU-related matters. The Contact and Client Services Centre, based in the responsibility centre of the Registrar, is a demanding work environment requiring agility and innovation to continue offering a world-class service – something at which Selina excels.

As we kicked off May commemorating Workers' Day, we dedicate this series of articles to our staff and their important contribution to the University. Read on for our interview with Seshabela, who joined SU in 2021.

What does your role at SU entail?

My role is to provide excellent customer service by leading the customer service team, developing processes and formalising policies and procedures to respond to the changing needs of our students, parents and employees and keep pace with new developments in supporting infrastructure and systems. As a customer service manager, I am the primary representative of the organisation, so I need to be an all-rounder and know and understand the University's systems, processes and cross-cutting operations to streamline the customer experience. In doing so, I need to be fully aligned with the institution's values and strategic initiatives to improve the customer experience through all channels.

What does a typical day at work look like?

My job is unpredictable because of the uniqueness of every enquiry; therefore, no two days are the same. The day starts with a 15-minute team debriefing on the previous day's enquiries, where we also discuss new developments that will drive future calls. Then, to kickstart my day, I grab my daily dose of 'PURPOSE' from a cup of coffee while attending to emails and issue escalations. Being customers' first point of contact, I attend meetings with various SU environments to keep abreast of what is happening in the different departments, and the impact this has on our clients. I'm also constantly researching industry trends.

How did your education or past experience prepare you for this job? 

I have more than nine years' leadership experience in client service in different fast-paced environments where employee performance and well-being as well as providing a world-class customer service experience were high priorities. My role has always been to oversee day-to-day operations, identify training needs, conduct performance reviews, attend to employee relations, recommend supporting technology, streamline processes, and participate in new staff appointments. I hold a BComHons degree in Industrial Psychology. As someone who has a heart for people and is passionate about employee behaviour and development, studying Industrial Psychology was the natural choice.

What do you enjoy most about your role and working at SU?

First and foremost, I enjoy being part of the SU community, which acknowledges and embraces diverse cultures. Everyone truly embodies the slogan “Umuntu ngumuntu ngabantu" ('I am because we are'); no one is left behind, and collaboration and transformation are priorities. I love that the institution encourages employee development. I also enjoy contributing to individuals' growth and performance.

Tell us something interesting about yourself that few people would expect?

I'm a lead singer at church.

Photographer: Stefan Els​