Student Support Officer

About this Role

As part of the Student Support Officers (SSO) Team, you will be supporting the business by assisting our RPL students through their journey with us. Precise attention to detail and organisational skills are necessary for prompt follow-up and communication with students.



Competencies and Qualifications:

Professional telephone manner combined with a high level of spoken and written English

Excellent time management and organisation skills

Advanced technical skills including MS Office (Teams, Word, Excel, PowerPoint, Outlook, Office365)

Accuracy, attention to detail and a methodical approach

Great listener, excellent negotiation and persuasion skills

Great ability to develop and maintain effective relationships

Skilled in communicating with students from diverse backgrounds



Responsibilities:

On-board students through conducting a Welcome call

Send Welcome email to students and their Third-Party person

Ensure student progression tracker is updated real-time and with accurate information

Ensure that data is accurately entered and managed in our CRM (aXcelerate)

Conduct fortnightly check ins with students to see how they are progressing and provide support if required

Work with Assessors’ schedule to help book Competency calls with student

Promptly respond to assessor and student enquiries received

Follow-up, collect, audit and upload student evidence into our CRM

Upon receiving sections of students work, conduct audit prior to uploading

Liaise between Assessor and Student to ensure a smooth journey for both

Update Assessor with students’ status on a regular basis

Identify opportunities, make recommendations in conjunction with your team and with guidance from your manager, implement improvements to processes, systems, and work practices

Efficient monitoring of email inbox and shared mailbox

Conduct pre-audit check of students work prior to student being submitted to the grading team

Meet KPI’s

Update Assessors’ spreadsheet weekly

Support SSO team with workload in a teaUpgrade to see actual infombers absence

Other tasks as assigned by the Assistant SSO Manager

To be Successful in this Role You Will Need:

Bachelor’s degree or higher qualification

Experience/background in any type of customer service

A nurturing character, genuine interest in helping people

Highly self-motivated with the ability to work fast

A team player, very good organisational and multi-tasking skills

Experience in an administrative and office-based environment

With at least 2 years of BPO/Call Center experience


Reminder: Please attach your CVs/Resume and send it to Upgrade to see actual info