Admissions Officer

The Admissions Officer is the central team member responsible for assisting with inquiries regarding homeschooling, programs, and services offered by Homeschool Global. He/She also serves as the main point person when it comes to enrollment processes of prospective and current homeschooling parents.

Responsible for assisting with inquiries regarding homeschooling as well as programs and services offered by Homeschool Global

• Act as Frontline Support in assisting customers across all touchpoints (Hub, Hotline, email, SMS, face-to-face, chat) with their requests and concerns adhering to SLA and SOPs for response time and resolution.
• Provide information about key services and personalized support and assistance to qualified leads
• Track and manage leads using a CRM system, ensuring accurate and up-to-date records of all interactions in compliance with SOP guidelines.

Facilitate orientation

• Facilitate consultations and orientations, virtually or face-to-face, to help parents understand prospective students' educational goals and needs.
• Equip parents to select their program and finalize their enrollment.

Act as the main point of contact in enrollment processes

• Review enrollment applications of students in accordance with the standard admissions policy, SOPs, and SLAs.
• Properly evaluate qualifications and document the requirements of applying students based on the standard admissions/ school policy
• Coordinate with other teams regarding relevant admission-related concerns such as academic evaluation/appraisal, TLC, program, and school policies, etc. while adhering to SLA requirements for communication and resolution.

Provide customer support to existing families

• Handle the ticketing system by acknowledging and updating details that must be communicated to the requester (loyalty, advocate, scholarship, etc) within SLA timelines
• Acknowledge customer complaints, provide initial resolution, and properly follow the escalation process if needed
• Follow-up and assist parents in submitting enrollment requirements of enrolled students ensuring compliance with defined SOPs and SLAs.
• Other tasks to support initiatives and priorities of the Admissions team

Qualifications and Requirements:

Educational Background:

• Bachelor's degree in Business Administration, Sales and Marketing, Education, or a related field

Work Experience:

• At least one year of experience in business administration, sales and marketing, education, or a related field
• At least one of experience with enrollment processes specifically in reviewing enrollment requirements (qualifications and documents)

Technical Skills:

• Proficient in using CRM systems, ticketing platforms, and other enrollment-related software.
• Experience with any CRM system is acceptable as training will be provided on our specific platform.
• Strong knowledge of Microsoft Office Suite (Word, Excel, PowerPoint) and Google Workspace tools.

Additional Requirements:

• Strong interpersonal and communication skills, both verbal and written.
• Ability to handle inquiries and concerns professionally and empathetically.
• Adept at resolving customer issues and following escalation protocols as needed.
• Exceptional attention to detail and accuracy in managing records, applications, and follow-ups.
• Proven ability to prioritize tasks and meet deadlines in a fast-paced environment.
• Analytical mindset with the ability to evaluate complex situations and propose effective solutions.
• Must possess valid Australian work rights to be eligible for this position.