Student Success Officer - Asia (Academic)

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.