Job Description
- Student Support & Communication
Serve as the first point of contact for all student inquiries, providing timely and professional responses via Helpdesk, ManyChat, phone, and other communication channels.
- Student Guidance
Offer one-on-one support to students on academic processes, platform navigation, and procedural questions, ensuring a smooth and supportive experience throughout their learning journey.
- Academic Monitoring & Risk Identification
Track student engagement and academic progress; proactively identify and flag students at risk of falling behind and coordinate appropriate interventions.
- Tuition Collection & Follow-Up
Track and follow up on tuition payments based on term and program. Engage students regarding outstanding payments and escalate unresolved or high-risk cases to the finance team as needed.
- Cross-Functional Coordination
Work collaboratively with academic, finance, and IT departments to resolve student issues efficiently and ensure a unified support experience.
- Student Engagement Activities
Support the planning and delivery of virtual orientation sessions, Q&A webinars, and community-building events to improve engagement and retention.
- Resource Navigation
Guide students to appropriate support channels and tools, including knowledge base articles, FAQs, academic advisors, or technical support.
- Recordkeeping & CRM Updates
Maintain accurate, up-to-date records of all student interactions, inquiries, and support actions in the CRM, Helpdesk, or related systems to ensure full visibility and accountability.
- Support Insights & Feedback Loop
Collect student feedback to help improve support quality, platform usability, and communication practices across departments.
Qualifications
Education & Experience
- Bachelor’s degree in Education, Student Affairs, Communications, or a related field (preferred)
- 1–2 years of experience in student services, academic advising, or customer support
- Familiarity with digital communication tools and Learning Management Systems (LMS) is a plus
Other Attributes
- Self-motivated, proactive, and dependable
- Committed to providing a positive student experience and driving retention
How to Apply:
All applications will be received and reviewed through the BrighterMonday Portal by clicking on the 'Apply Here' section
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