About the position
Are you passionate about helping students succeed and reach their educational goals? Do you thrive in a supportive, high-performance environment where every interaction makes a difference? If so, we’d love to have you join our dynamic Retention Team!
As a Retention Specialist, you’ll play a key role in supporting online students throughout their academic journey. You’ll combine empathy, communication, and data-driven insights to help students overcome challenges, stay motivated, and achieve their qualifications.
In this role, you will:
- Provide personalized, high-touch support to online students via phone, email, and SMS.
- Build strong relationships with your portfolio of students, guiding them through their studies and helping them stay on track.
- Use contact strategies to identify “at-risk” students, improve retention and satisfaction, and enhance the overall student experience.
- Monitor progress, troubleshoot issues, and escalate concerns where necessary—always maintaining positivity and professionalism.
- Keep accurate records of student interactions and ensure all reporting requirements are met.
- Stay up to date with program offerings, partner policies, and organisational procedures.
- Consistently meet or exceed key performance metrics related to retention, throughput, and student success.
?? What You’ll Bring
- A Bachelor’s degree (preferred) or equivalent work experience.
- At least 2 years’ experience in inside sales, call centre operations, recruitment, or student enrolment services.
- A genuine passion for student success and delivering world-class customer service.
- Exceptional verbal and written communication skills across phone, text, and email.
- A results-driven mindset—goal-oriented, competitive, and resilient.
- Proficiency in Microsoft Office (Word, Excel) and the ability to learn new systems quickly.
- Flexibility to work various shifts, including evenings, weekends, and overtime when required.
Desired Skills:
- call centre jobs
- recruitment
- retention specialist
