Customer Support Officer

Responsibilities:

Student Communication & Support

• Respond promptly to inquiries via phone, email, WhatsApp, and social media.
• Handle student concerns with professionalism, empathy, and problem-solving skills.
• Maintain excellent communication with students from inquiry to enrolment.

Application Assistance

• Guide applicants on required documents
• Review application materials for completeness and correctness.
• Follow up with students to ensure deadlines are met.

Information Management

• Maintain accurate student records on internal databases.
  
• Track application progress and update students regularly.
• Coordinate with admissions teams to obtain application status.

Customer Experience & Relationship Building

• Build and maintain strong, trust-based relationships with students and parents.
• Provide personalised counselling to help students select programmes that match their goals, budget, and qualifications.
• Offer pre-departure support, including accommodation guidance, travel arrangements, and cultural preparation.

Requirements:

• Bachelor’s degree (any field; education, social sciences, or administration advantageous)
• Experience in customer support, counselling, or administrative roles
• Strong communication skills (verbal and written)
• Excellent customer service and interpersonal abilities
• Ability to work under pressure and manage multiple inquiries
• Attention to detail and strong organisational skills
• Problem-solving and conflict resolution ability
• Cultural sensitivity and the ability to work with diverse international students