Student Services Officer

Student Services Officer at Acquire Intelligence. Location: Ortigas.

Student Services Officers are the first line of contact for students requiring assistance. They service general course inquiries, maintain program schedules, book and conduct support calls, and manage and update student details across the CRM and Student Management systems. They also manage course administration processes, such as facilitating extension requests, transfers, enrolment activation, withdrawal requests, and graduation/completions.

As an Acquire BPO employee, you are responsible for complying with policies and procedures designed to achieve information security and for protecting credit card, personal, and/or sensitive personal information handled during employment.

The Student Services Officer provides support to students via phone, email, and webchat and conducts data entry on the CRM and Student Management Systems. They must be comfortable working in a system environment, have a high level of attention to detail, and possess strong written and oral communication skills. They should develop solid product knowledge and a deep understanding of all student policies and procedures, and a basic understanding of the Standards for RTOs. Successful Officers have a genuine passion for the student experience and are confident and relaxed in handling a range of customer service requests.

• Personal Leadership
• Demonstrates initiative
• Upholds the company values and culture
• Team player
• Outcomes focused
• Focuses on self-development
  • Team Contribution
  • Contribution to the development and implementation of CQI initiatives
  • Contribution to education department outcomes
  • Contributes to the team's performance culture
  • Student Support
  • Communicates effectively with students
  • Responds promptly to student requests
  • Provides exceptional phone support
  • Provides accurate and clear email support
  • Supports the student operations team via call escalations
    • Customer Service
    • Proactive support of students
    • Conducts the induction program for students
    • Resolves student issues
    • Follows through issues to resolution
      • Outcomes and Technical
      • Drive student graduation and outcomes
      • Provide high levels of student satisfaction
      • Minimize student withdrawals
      • Identify operational efficiencies within the student services department
      • Manage all course transfers
      • Manage student retention and withdrawals
      • Provide support to funded students
      • Lead career management support for students
      • Troubleshoot student issues
      • Manage graduation function
      • Undertake general administration
        • Quality and Compliance
        • Maintain comprehensive student records and contact logs
        • Maintain Job Ready integrity
        • Maintain My eCampus integrity
        • Adhere to internal and external guidelines and communication
          • Process and Workflow
          • Adhere to the student communication plan
          • Record all student interactions as File Notes
          • Identify and provide student support structure feedback
          Qualifications and Experience

To succeed, you should have:

• Must have at least 1 year of experience in blended account management or similar
• Ability to manage incoming and outgoing calls
• Identify and assess customer needs to achieve satisfaction
• Handle customer complaints with appropriate solutions and follow up to ensure resolution
• Team player
• Focused on self-development
• Meet KPI targets
• Uphold company values and culture
• Demonstrate initiative
• Provide support to operations through call escalations
• Provide accurate, valid, and complete information using the right tools

• We value collaboration, impact, passion, and transparency in a diverse global team.

• Seniority level: Entry level
• Employment type: Full-time
• Job function: Education and Training
• Industries: Outsourcing and Offshoring Consulting