Job description for Student Success Officer - Asia (Academic) at Công ty TNHH Nisai Việt Nam
1. Responsibilities
Customer & Student Support
- Support a group of Asian students (around 25 – 40 students) regarding attendance, assignments, engagement, and communication in class.
- Have 1-1 sessions with students by request or by seeing a requirement for support, ensuring that a summary of the session is documented on the Personal Wellbeing Plan (PWP) system.
- Authorized students who cannot attend lessons and inform teachers accordingly.
- Work with teachers to update the escalation cases and keep in contact with parents/ customers to provide information in a timely manner.
- Communicate with parents/customers on a regular basis to ensure they are informed of any student issues.
- Hold induction sessions for new students.
- Distribute the end-of-term reports and half-term reports.
- Ensure all phone calls/ text messages are answered promptly and professionally.
- Re-directing phone calls or taking and passing on accurate messages for specific staff responsible for students' queries.
- Update PWP with student notes with any escalations to parents/customers or from information provided by the parents/customers.
Academic
- Monitor the Cambridge exam process at Nisai Global School (registration, exam fees, contact candidates, support on-site, etc.)
- Contact the Exam center with any relevant requirements
- Support students regarding the exam choices, process, and further requirements
- Support the Academic Coordinator in researching & updating the information about the Cambridge Exam (IGCSE; AS/ A Levels), doing the academic training for internal staff, and monitoring the school's scholarship programs
- Issuing Confirmation of Student, Transcript for students per request
- Responsible for the scholarship student groups in organizing and managing the program's progress.
2. Duties & Compliance
- Work shift once a week from 11am – 1pm & 3pm - 8pm, to support and update students' requests promptly (work from home with personal devices)
- Update and share positive feedback and case studies with the Marketing team, and other relevant departments.
- Be aware of, and comply with, policies and procedures relating to child protection, health and safety, confidentiality, and data protection, reporting all concerns to an appropriate person.
- Ensure all communications are Data Protection compliant.
- Escalate any safeguarding issues in a timely and confidential manner.
- Ensure all company policies and procedures are adhered to.
- Ensure maximum knowledge of subjects and course specifications.
- Ensure that all company assets are protected.
- Carry out any other tasks given to ensure that high standards are maintained.
- Providing support to other colleagues to ensure that all priorities are met.
3. Requirements
Academic qualification
- Bachelor’s degree in English, Education, Business or a relevant field.
- English IELTS 6.5 or higher (preferred).
Related experience
- 01-year proven experience in a similar position with a background from a customer services, academic support.
- Prefer and have advantage if you have knowledge about oversea study consulting in US, UK, Canada or New Zealand (around 01 year of experience).
- Prefer and have advantage if you have knowledge of Cambridge/Pearson IGCSE, AS/A Levels.
Skills & abilities
- Communication skills with customers (parents, students, partners, etc.).
- Able to work under tight deadlines and multi-task effectively.
- Ability to develop productive relationships with other teams around the network.
- Ability to handle situations and problem-solving.
- Excellent written and verbal communication skills in both Vietnamese and English.
- Ability to organize data files in an organized and scientific way.
- Computer literacy in MS office applications (Word, Excel, Power Point, Outlook).
- Can-do attitude.
4. Benefits
- Gross Salary: 10.000.000 - 12.000.000 (agreement according to capacity).
- 13th-month salary.
- Annual heath check.
- S.I, 12 days leave per year, paid sick leaves.
- Various activities for employees (Happy Hour, Training and Sharing, Year-end party,...).
- Holiday bonus.
Working environment
- Fast-paced and multinational working environment.
- Supportive and professional colleagues.
- Young, enthusiastic, but responsible staff.
