Student Support Executive

Global University Systems is an international education group that empowers students to transform their lives through education. We believe education drives careers, lives, and society forward, enabling a brighter future for all. Our network of 30 institutions offers the broadest range of industry-relevant skills through inclusive, accessible, and digital-first learning. We currently educate around 122,000 students on campuses worldwide and have 20M+ unique subscribers to our courses. Our global ecosystem powers accessible digital learning and academic achievement.

Position:

We are currently seeking a dedicated and empathetic Student Support Executive (SSE) to join our team, responsible for providing exceptional support throughout the student journey within our educational institution. The SSE will play a pivotal role in ensuring first-contact resolution for student inquiries, driving application completion, and assessing admission fitment to ensure alignment with our institution's values and goals. Moreover, the role entails actively engaging with students to drive offer acceptance and timely deposits, ultimately contributing to the enhancement of our enrolment rates, student satisfaction, and retention rates. If you possess strong communication skills, a passion for student success, and thrive in a dynamic and collaborative environment, we invite you to apply for this rewarding opportunity.

Student Engagement, Application Management & Ongoing support: Once a student application is received, it's essential to provide ongoing support to ensure that they continue to succeed. This will involve proactive outreach, answering questions, providing resources, and troubleshooting issues. Build long-term relationships that benefit both the customer and GUS.

• Own overall student application lifecycle management on regions assigned, which includes managing onboarding, training, increasing adoption, ensuring retention, and high levels of student satisfaction.
• Establish a trusted and strategic advisor relationship to help drive the continued value of our products and services.
• Maintain and develop student success strategies and best practices, as well as student support content, with the help of the creative team.
• Communicate effectively with both internal and external senior-level management to understand student needs, maximize retention, and communicate learnings.
• Maintain student success metrics and data as directed.

Developing programs and procedures to enhance student experience, process, productivity, and performance. Liaison with stakeholders at various levels and help the team complete accurate enrolment promptly while delivering world-class service to our students.

• Respond promptly and professionally to student inquiries across multiple communication channels including email, chat, and phone.
• Provide accurate and comprehensive information regarding application statuses, program details, campus amenities, city insights, and immigration procedures.
• Guide potential students to relevant online resources for VISA applications and other institution-specific information.
• Assist in effectively resolving student issues and concerns to ensure a positive experience throughout their academic journey.
• Collaborate with internal teams to streamline processes and enhance the overall student experience.
• Utilize Salesforce CRM to maintain precise records of student interactions and derive insights for process enhancement.
• Stay updated on program offerings, institutional policies, and immigration regulations to offer informed assistance to students.
• Contribute to the development of support resources and documentation tailored to students' needs.
• Focus on student retention by proactively identifying and addressing student issues and delivering excellent customer service.
• Drive student conversion by understanding their needs and providing personalized support to guide them through the application process.

Requirements:

• Bachelor’s Degree or MBA
• 3+ Years of experience in Customer Service experience, Student Recruitment, Business Development, International Student Recruitment, Student counselling
• Customer Service Experience: Proven experience in providing excellent customer service, preferably in a fast-paced environment.
• Communication Skills: Strong verbal and written communication skills to effectively interact with students, parents, and colleagues.
• Problem-Solving Abilities: Ability to quickly analyze student inquiries and provide appropriate solutions, demonstrating strong problem-solving skills.
• Attention to Detail: Keen attention to detail to ensure accuracy in handling student applications, documentation, and inquiries.
• Admissions Process Knowledge: Familiarity with the admissions process in educational institutions, including application procedures and admission criteria.
• Sales or Marketing Skills: Experience in sales or marketing roles can be beneficial for driving offer acceptance and timely deposits.
• Empathy and Patience: Ability to empathize with students' needs and concerns, demonstrating patience and understanding in resolving issues.
• Teamwork: Collaboration skills to work effectively with colleagues across departments to streamline processes and improve the overall student experience.
• Tech-Savviness: Comfortable using various software applications and platforms for student management, communication, and documentation.
• Education Background: While not always mandatory, a background in education, counselling, or related fields can be advantageous in understanding student needs and providing appropriate support.

Evening Shift: EMEA and North American Regions.

Other information:

Please note this position is only available on our Consultancy agreement.

We acknowledge receipt of your resume for a position at Global University Systems and sincerely appreciate your interest in our company.

We will screen all applicants and select candidates whose qualifications meet our requirements. We will carefully consider your application during the initial screening and will contact you if you are selected to continue for the next stage of the recruitment process. Please share your CV in English. We wish you every success.

GUS is an equal opportunities employer and positively encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, or religion or belief.