Rate My Professor Jackson Zame

Jackson Zame serves as a Senior Service Representative at AskOtago, the University of Otago's comprehensive one-stop multi-channel contact centre in Dunedin, New Zealand. AskOtago, established in 2018, integrates eleven former services, including the IT helpdesk and University Information Centre, to provide immediate query resolution or seamless referrals for staff, students, and the public via telephone (+64 3 479 7000 or 0800 80 80 98), online chat, email, web forms, text, and face-to-face support at hubs like St David II Building and Central Library. The service operates a 30-desk engine room and flexes staffing beyond 50 members during high-demand periods such as enrolments and graduations.

In this position within the Operations Division, Jackson Zame delivers exceptional customer service by managing basic and complex enquiries across channels, aiming for first-point-of-contact resolution. His responsibilities include identifying customer needs with tact and initiative, applying expertise in areas such as Student Experience, Information Technology, Finance, Human Resources, Dentistry, and International services, and escalating incidents as required. He employs service management systems and databases for thorough searches, fully documents interactions, processes payments, verifies documents, handles reception duties, updates records, and monitors enquiry resolutions. Jackson Zame also contributes to operational enhancements by identifying knowledgebase opportunities, advising on discrepancies, participating in coaching and mentoring, and supervising workflows during the Group Leader's absence. He fosters relationships with academic and support services, complies with privacy, confidentiality, health and safety protocols, and supports sustainability initiatives, while demonstrating foundational knowledge of Te Reo Māori and Tikanga Māori. His flexible roster ensures coverage during peak seasons, including no annual leave from early December to mid-March.