Student Services Officer

We're an award-winning global outsourcer providing contact center and back office services on behalf of our global clients. Come work at a place where innovation and teamwork come together to support the most exciting missions in the world

Student Services Officer

Location: Ortigas

Student Services Officers are the first line of contact for students requiring assistance. They are responsible for servicing general course enquires, maintaining program schedules, booking and conducting support calls, as well as managing and updating student details across the CRM and Student Management systems. The Student Services Officer also manages 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 and enforcing policies and procedure designed to achieve information security. You are also responsible for protecting credit card, personal and/or sensitive personal information that you may handle or process during your employment in Acquire BPO 

A SNAPSHOT OF YOUR ROLE 

The Student Services Officer provides support to students via phone, email, and webchat; and conduct data entry activities on the CRM and Student Management Systems.  Therefore, Student Services Officers must be comfortable working in a system environment, possess a high level of attention to detail, and have strong written and oral communication skills. 

The Student Services Officer must develop solid product knowledge and a deep understanding of all student policies and procedures. They must also develop a basic understanding of the Standards for RTO's. 

Successful Student Services Officers have a genuine passion for the student experience and are confident and relaxed in dealing with a range of customer service requests.  

Your general responsibilities include but are not limited to: 

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 outcomes of the education department 

• Contribution to the performance culture of the team 

• Student Support 

• Communicates effectively with students 

• Responds promptly to all student requests 

• Provides exceptional phone support 

• Provides accurate and clear email support 

• Provides support to student operations team members by way of call escalations. 

 Customer Service 

• Proactive support of students 

• Conducts the induction program for students 

• Resolves all student issues 

• Follow through issues to resolution 

Outcomes and Technical  

• Drive student graduation and outcomes 

• Provide a high level of student satisfaction 

• Minimize student withdrawals  

• Identify operational efficiencies within the student services department 

• Manages all course transfers 

• Manages student retention and student withdrawals 

• Provides support to funded students 

• Leads the career management support for students 

• Troubleshoots student issues 

• Manages the graduation function 

• Undertakes general administration 

Quality and Compliance 

• Maintains comprehensive student records and contact logs 

• Maintains Job ready integrity 

• Maintains My eCampus integrity 

• Adheres to all internal and external guidelines and communication 

Process and Workflow 

• Adheres to the student communication plan 

• Records all student interaction as File Notes 

• Identifies and provides student support structure feedback 

Consistent to our goal as an organization, at Acquire BPO, we are looking for individuals who are passionate in winning; those who enjoy achieving goals with the determination to go beyond hurdles. As a Customer Happiness Expert, you can perform well if you have:

• Must have at least 1 year of experience in blended account

• Manage incoming and outgoing calls

• Identify and assess customers needs to achieve satisfaction

• Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution

• Team player

• Focused on self-development

• Meet KPI targets

• Upholds the company values and culture

• Demonstrate initiatives

• Provides support to the operations team members by way of call escalations

• Provide accurate, valid and complete information by using the right method/tools

We're proud of our diverse global team, all working in a collaborative environment and happy to share these common values:

• Collaboration: Brilliant jerks can be brilliant elsewhere.

• Impact: Do, get it done, create impact.

• Passion: Be positive, bring passion and energy.

• Transparency: A transparent team can help each with other.

Join the A-Team and experience the A-Life