Job Summary
The Student Services Executive is responsible for delivering high-quality support to students throughout their learning journey. This role focuses on providing timely assistance, ensuring a positive student experience, and supporting administrative and operational processes within the institution.
Key Responsibilities
1. Student Support & Frontline Services
- Serve as the main point of contact for student enquiries (email, phone, walk-in)
- Provide accurate information on programmes, schedules, and policies
- Handle and resolve student feedback, concerns, and service issues professionally
2. Student Administration
- Maintain and update student records in the system
- Process enrolments, registrations, and student requests
- Support documentation such as letters, certificates, and transcripts
3. Course & Programme Support
- Communicate schedules, updates, and reminders to students
- Assist in coordinating class logistics and ensuring smooth programme delivery
- Support attendance tracking and follow-up
4. Student Experience & Engagement
- Support onboarding and orientation for new students
- Assist in organising student activities, workshops, and events
- Contribute to creating a positive and supportive learning environment
5. Collaboration with Internal Teams
- Work closely with Operations, Academic, and Sales teams to support student needs
- Ensure accurate and consistent communication across departments
- Escalate issues where necessary and follow through to resolution
6. Compliance & Reporting
- Ensure adherence to institutional policies and procedures
- Maintain proper documentation for audits and reviews (e.g., EduTrust, PDPA where applicable)
- Prepare reports on student feedback and service performance
Key Performance Indicators (KPIs)
- Student satisfaction and service quality
- Response and resolution time for enquiries
- Accuracy of student records and documentation
- Smooth coordination of student-related processes
- Student retention and engagement levels
Requirements
Education & Experience
- Diploma or degree holder
- 1–3 years of experience in education industry
- Familiarity with student management systems or CRM tools
- Understanding of education compliance frameworks
Skills & Competencies
- Strong communication and interpersonal skills
- Customer-service oriented with a student-first mindset
- Good organisational and multitasking abilities
- Attention to detail and accuracy
- Ability to handle enquiries and resolve issues professionally
Ideal Candidate Profile
- Empathetic and patient when dealing with students
- Proactive and solutions-oriented
- Able to work in a fast-paced environment
- Strong team player with a positive attitude
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