Team Leader, Admissions Service

Balance Leadership Growth with Global Education Impact

Every admission is more than paperwork-it's the first chapter of a student's global story. In this role, you'll guide futures across borders, ensuring smooth entries into world-class education. Lead a team where success is measured not just in applications processed, but in balance kept between career growth and personal life.

What the Role is About

Be part of our client's team as a Team Leader, Admissions Service and lead specialists in supporting education counsellors and prospective students applying to partner universities. You'll oversee workflows, maintain service excellence, and ensure timely, accurate admissions support that drives academic and career opportunities worldwide.

Career Snapshot

Employment type: Full time

Shift: Shifting

Work setup: Onsite, Ortigas

Why You'll Love This Role

• Day 1 HMO coverage with free dependent
• Competitive salary package
• Prime Ortigas location (easy access to MRT, restaurants, and banks)
• Salary Advance Program through our banking partner (Eligibility and approval subject to bank assessment. Available to account holders with minimum of 6 months company tenure.)
• Unlimited upskilling through Emapta Academy courses (Want to know more? Visit )
• Free 24/7 access to office gyms with a physical fitness trainer
• Exclusive Emapta Lifestyle perks (hotel, restaurant discounts, and more)
• Unlimited employee referral incentives
• Standard government and Emapta benefits
• 20 annual leaves (5 convertible to cash)
• Fun employee engagement activities
• Mentorship from global leaders
• Career growth opportunities
• Diverse and supportive work environment

What You'll Bring

Essentials

• At least 3 years of experience
• Relevant degree or equivalent combination of experience, education, and training
• Experience leading a team in customer service, student support, or related industry
• Excellent communication and interpersonal skills, with strong command of written and spoken English
• Ability to prioritize tasks, meet deadlines, and work under pressure
• Solutions-oriented mindset
• Flexibility and willingness to take on and learn new tasks
• Ability to build and maintain relationships with colleagues and customers from diverse backgrounds and varying English proficiency levels

Desirable

• Knowledge of US, UK, and/or Australian higher education systems, immigration, and compliance
• Experience in student admissions or recruitment
• Understanding of education agents' needs
• Proficiency in Salesforce
• Mandarin language skills (an advantage but not required)

What You'll Do

• Ensure consistent and high-quality responses to agent enquiries across email, chat, and messaging platforms
• Ensure the team meets all SLAs related to message response times, accuracy, thoroughness, and customer satisfaction
• Conduct regular coaching sessions, QA reviews, and knowledge base refreshers
• Coordinate with Training and QA specialists for staff onboarding and development
• Monitor team performance metrics (e.g., first contact resolution, response times, satisfaction scores)
• Assist prospective students and their education counselors in understanding admission offers and guide them through the confirmation process
• Flag recurrent issues or service gaps to the Manager for resolution or escalation
• Ensure operational readiness for shift coverage across time zones
• Handle complex or escalated enquiries beyond frontline capability
• Liaise with Admissions Operations to escalate or triage application actions when required
• Refer and escalate issues to other departments, ensuring student risks, flags, or opportunities are raised to the appropriate levels
• Support pipeline management to progress applications and provide actionable insights for conversion activity
• Build effective working relationships with relevant stakeholders, both external and internal
• Adhere to compliance requirements in Australia, UK, and US
• Take on additional responsibilities as the role evolves in a growing, dynamic team

About the Organization

Our client, INTO University Partnerships, is dedicated to transforming student academic and career success through global university collaborations. Since 2005, they have partnered with 30 leading universities across the US, UK, and Australia, supporting over 130,000 students from 190 countries in achieving their academic dreams. With operations in 120+ countries and a team of 1,500 professionals worldwide, our client combines innovation, expertise, and a passion for education to shape better futures and stronger societies.

Welcome to Emapta Philippines

Join a team that values camaraderie, excellence, and growth. Recognized as one of the Top 20 Dream Companies of Filipinos in 2024, Emapta stands proudly alongside industry giants, offering stability and exciting career opportunities. Your career flourishes here with competitive compensation, international clients, and a work culture focused on collaboration and innovation. Work with global clients across industries, supported by a stable foundation and like-minded professionals passionate about making an impact. We empower your success with opportunities for personal and professional development in an inclusive environment. Apply now and be part of the #EmaptaEra