Responsibilities or duties

• Student Support & Communication: Serve as the first point of contact for all student inquiries, providing timely and professional responses via Helpdesk, ManyChat, phone, and other communication channels.
• Personalized Student Guidance: Offer one-on-one support to students on academic processes, platform navigation, and procedural questions, ensuring a smooth and supportive experience throughout their learning journey.
• Academic Monitoring & Risk Identification: Track student engagement and academic progress; proactively identify and flag students at risk of falling behind and coordinate appropriate interventions.
• Tuition Collection & Follow-Up: Track and follow up on tuition payments based on term and program. Engage students regarding outstanding payments and escalate unresolved or high-risk cases to the finance team as needed.
• Cross-Functional Coordination: Work collaboratively with academic, finance, and IT departments to resolve student issues efficiently and ensure a unified support experience.
• Student Engagement Activities: Support the planning and delivery of virtual orientation sessions, Q&A webinars, and community-building events to improve engagement and retention.
• Resource Navigation: Guide students to appropriate support channels and tools, including knowledge base articles, FAQs, academic advisors, or technical support.
• Recordkeeping & CRM Updates: Maintain accurate, up-to-date records of all student interactions, inquiries, and support actions in the CRM, Helpdesk, or related systems to ensure full visibility and accountability.
• Support Insights & Feedback Loop: Collect student feedback to help improve support quality, platform usability, and communication practices across departments.

Qualifications or requirements (e.g., education, skills)

• Education Environment Experience
• Good communication skill
• Call Center Experience is required
• Customer Service Experience
• Bachelor’s degree required

• Serve as the first point of contact for all student inquiries, providing timely and professional responses via Helpdesk, ManyChat, phone, and other communication channels.
• Offer one-on-one support to students on academic processes, platform navigation, and procedural questions, ensuring a smooth and supportive experience throughout their learning journey.
• Track student engagement and academic progress; proactively identify and flag students at risk of falling behind and coordinate appropriate interventions.
• Track and follow up on tuition payments based on term and program. Engage students regarding outstanding payments and escalate unresolved or high-risk cases to the finance team as needed.
• Work collaboratively with academic, finance, and IT departments to resolve student issues efficiently and ensure a unified support experience.
• Support the planning and delivery of virtual orientation sessions, Q&A webinars, and community-building events to improve engagement and retention.
• Guide students to appropriate support channels and tools, including knowledge base articles, FAQs, academic advisors, or technical support.
• Maintain accurate, up-to-date records of all student interactions, inquiries, and support actions in the CRM, Helpdesk, or related systems to ensure full visibility and accountability.
• Collect student feedback to help improve support quality, platform usability, and communication practices across departments.

• Good communication skill
• Call Center Experience
• Customer Service Experience
• Education Environment Experience

• Bachelor’s degree
• Education Environment Experience
• Good communication skill
• Call Center Experience is required
• Customer Service Experience