About the position
PURPOSE
The primary purpose of the Student Services Officer role at the Organisation is to ensure efficient and effective administration of student services and operations. This encompasses managing student enrolment processes, maintaining accurate student records, handling financial transactions, and addressing various student and agent inquiries. The role also involves supervising the Student Services Assistant, contributing to the smooth running of office and facilities management, and maintaining strong internal and external relationships. Integral to this position is the commitment to providing high-quality customer service, upholding the Centre's operational standards, and facilitating a supportive and organized environment for both students and staff.
KEY PERFORMANCE AREAS
- Demonstrate commitment to the values of academic excellence, professional integrity, customer focus, and innovation in everyday tasks and interactions
- Actively participate in creating a collaborative, inclusive environment, supporting colleagues and contributing to team efforts
- Engage in and support activities that encourage learning, growth, and well-being for themselves and others
- Oversee the entire booking process, from receiving student bookings to capturing data on administrative systems.
- Ensure student records are accurate, updated, and compliant with regulatory standards.
- Process requests for course extensions and amendments, ensuring accurate reflection in student records.
- Create and manipulate reports for internal use and decision-making.
- Aid with visa applications, including capturing details on VFS website and advising on immigration legislation.
- Manage the collection of payments, including instalment plans and agent payments.
- Liaise with the Faculty Finance Office for invoicing, new vendor requests, and goods receipting.
- Update student ledgers and financial records to ensure accuracy and transparency
- Address routine financial queries from students and agents promptly and accurately.
- Regularly report on outstanding money and reconcile financial records
- Address email, WhatsApp, and walk-in inquiries related to administration and operations.
- Interact sensitively with students from various cultural backgrounds, including those with limited English proficiency.
- Facilitate student interaction with other departments for various administrative purposes.
- Efficiently handle and organize departmental inbox communications, promptly responding to inquiries, requests, and correspondence.
- Liaise with agents to address queries, solve booking and finance issues, and update them on the Centre's programs and policies.
- Assist students with non-academic queries and concerns, ensuring a positive experience.
- Order and maintain office stationery and supplies, ensuring seamless operational flow.
- Control the maintenance spreadsheet and address routine issues with office equipment and space.
- Manage system and facility access for students and administrative staff, maintaining security and efficiency.
- Ensure smooth functioning of office administrative activities, including document management and compliance.
- Provide supervision and support to the Student Services Assistant, ensuring effective task completion.
Assign tasks and monitor their completion, ensuring team productivity and goal achievement.
Offer guidance and training to the assistant, enhancing team skills and performance.
- Ensure the team adheres to the Centre's standards in customer service and administrative tasks.
QUALIFICATIONS AND EXPERIENCE
- More than 4 years of experience in a Student Services role with significant exposure to international students, of which 2 years is specific relevant experience in a Student Services role in the EFL industry
- An undergraduate degree
- General TEFL qualification and more than 2 years EFL teaching experience of which 1 year is specific relevant experience
- Experience of living and working abroad
- General TEFL Qualification
- EFL teaching experience
- Specific relevant experience
SKILLS
- Communication Skills
- Organizational Skills
- Problem-Solving Skills
- Customer Service Skills
- Financial Management Skills
- Interpersonal Skills
- Technical Proficiency
- Administrative Processes
- Financial Procedures
- Educational Sector Regulations
- Customer Service Practices
- Visa and Immigration Policies
- Cultural Sensitivity
- EFL Industry Knowledge
COMPETENCIES
- Communication
- Conflict Management
- Customer Service Orientation
- Attention to Detail
- Teamwork and Collaboration
- Analytical Thinking
- Planning and Organizing
- Quality Commitment
- Problem-Solving
- Continuous Learning
- Financial Management
- Institution Awareness
- Building Interpersonal Relationships
- Written Communication
- Resilience and Tenacity
- Negotiation
- Adaptability and Flexibility
- Stress Tolerance
- Initiative
- Professional Knowledge and Skill
Desired Skills:
- EFL Industry Knowledge
- Organizational Skills
