Job Description

Key Responsibilities:

• Act as the proactive point of contact for students, both in person and through phone, email, or chat.
• Assess student needs, and provide accurate guidance or direct them to appropriate resources.
• Provide students with clear and detailed information on programmes ,activities, results etc as a means of proactive support.
• Identify when a student requires more specialised support and refer them to appropriate departments or professionals.
• Recognise signs of distress or crisis (emotional, financial, academic), respond with empathy, and connect students to immediate support options, including crisis intervention when appropriate.
• Maintain detailed and confidential records of students using the institution's student support management system
• Work collaboratively with other departments to resolve student issues, such as holds on accounts, difficulties accessing services, or confusion about procedures. Advocate for student needs while balancing institutional policies.
• Be very familiar with operations and procedures.
• Provide culturally competent, inclusive service that respects diverse backgrounds and experiences. Contribute to a welcoming environment that supports student success and belonging.
• Stay up to date on changes in policies, support programmes, and student systems.
• Participate in regular training and contribute to service quality improvement initiatives. To be familiar with accessing and using data and technology to support student needs.

Required:

• Degree in Student Services, Education, Psychology, Communications, or a related field.
• 2-5 years of experience in a customer service or student support environment.
• Exceptional communication, active listening and writing skills.
• Demonstrated ability to work with students from diverse backgrounds.
• Familiarity with Microsoft Office or Google Workspace, information systems and data management.

Skills Required