Student Success Officer - Asia (Student Support)

Responsibilities:

Customer & Student Support:

• Support a group of international 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 promptly.
• Communicate with parents/customers regularly 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.

Enrichment (Skill – up):

• In charge of an online student club every Saturday morning (Talkfest, Debate).
• Distribute the lesson plan for each session and work with the Coordinator to finalize the content.
• Manage NVA Social Space and post interactive content with students.
• Support regular activities such as the Nisai Show, Proud Nisaiers, and other online competitions.
• Send feedback or reports to each club member after the session.
• Participate in planning and supporting offline extra-curricular activities or events.

Duties & Compliance:

• Work shift once a week during lesson time (11 am - 1 pm & 3 pm – 8 pm) to support and update students' requests promptly (work from home with personal devices).
• Update and share positive feedback and case studies with 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.

Requirements:

• 1y+ of experience in related field is a plus.
• Excellent communication skills (oral and written). Language requirements: IELTS 7.0.
• Able to work under tight deadlines and multi-task effectively.
• Ability to develop productive relationships with other teams around the network.

Benefits:

• Trained about Cambridge/Pearson curriculum by seniors.
• 12 days annual leave; after working for 3 years, get an extra day of leave.
• Paid sick leaves.
• Salary reviews every year.
• Annual health check.

Working hours:

Mondays to Fridays: 9:00 AM to 5:45 PM (work at the office).

Saturdays: 9:00 AM to 12:00 PM (work from home according to the enrichment sessions schedule).

One Saturday work at the Office: 9:30 AM to 4:30 PM.

Place: Gold Tower Building, 275 Nguyen Trai, Thanh Xuan, Ha Noi.