Student & Lecturer Services Staff

Binus University International; Jakarta Pusat; On-site; IDR 78,120,000 - 133,920,000; Full time

Job summary

Binus University International is seeking a Service & Student Experience Associate to support Lecturer Affairs, Student Financial Services, Information & Document Services, and Registration activities in Jakarta.

You will respond to inquiries, process documents, coordinate with faculties, and ensure compliance with procedures while delivering high-quality service to lecturers, students and stakeholders.

Qualifications

• Bachelor degree or higher in a relevant field.
• Strong customer service and stakeholder communication.
• Experience in university administration is a plus.

Responsibilities

• Respond to all questions from students / stakeholders and provide solutions within related work scope and responsibility
• Maintain and update records of customer transactions
• Prepare and distribute announcements related to student services activities
• Update knowledge related to current policy / information that implemented in BINUS University
• Receive and prepare all necessary documents required for the student services process
• Distribute student documents (e.g. graduation documents, etc.)
• Receive and check document completeness from internship project and final project (soft cover & hard cover)
• Receive, analyze, and follow up all student requests (e.g. reactive process, academic leave process, etc)
• Maintain and update record of documentations related to student request process

Skills

Customer service management

Education

Bachelor's Degree

Job description

It’s fun to work in a company where people truly BELIEVE in what they are doing!

We’re committed to bringing passion and customer focus to the business.

Services activities:

• Ensure and provide quality service related to teaching & learning process for Lecturers, students and other stakeholders
• Guarantee effective communication with lecturers, students and other stakeholders by telephone, email, letter and face to face
• Ensure all services provided in Lecturing & Examination activities in Doctoral Program Services is conducted based on procedures and comply to all regulations

Lecturer Affair Activities:

• Review lecture absentee report and inform related with faculty/school
• Handle course materials acceptance and examination files to each faculty/school
• Ensure and coordinate substitute class with available lecturers for substitute class (related lecturer is unable to attend the class)
• Coordinate with faculty/school to find substitute lecturer when the scheduled lecturer is unable to attend and request to be substitute
• Arrange announcement information for absent lecturers
• Receive, input, and file lecture permission letter
• Review lecturer attendance report and ensure accurate information for the lecture monitoring book
• Arrange and support lecturer meeting as scheduled
• Coordinate with faculty/school to deal with lecturer matter and gather feedback from lecturers
• Evaluate lecturer’s feedback for service review and enhancement
• Review examination files from lecturer and proceed it to faculty/school for further process
• Review lecturer schedule changes from Faculty/school and ensure alignment with other activities

Student Financial Services:

• Provide prompt respond and service to students related to financial services
• Inform accurate financial info to customer (verbal and written)
• Ensure overall Financial Services to customer comply with valid regulation and procedure
• Verify payment amount value, date, and payment type with current data and payment receipt info
• Receive student’s application for scholarship and collect the request
• Provide info related to tuition payment amount for students on academic leave period and process re-activate student status
• Provide info related to academic leave process to students and required forms
• Receive other academic related and manual tuition payment process. Register the payment data based on related payment type
• Sort student payment data receipt according to student ID and payment type. Record and summarize payment data
• Receive, record, and distribute student request for financial service to related area
• Provide and maintain documentation for all transaction and other financial services activities

Student Information & Document Services:

• Respond to all questions from students / stakeholders and provide solutions within related work scope and responsibility
• Maintain and update records of customer transactions
• Prepare and distribute announcements related to student services activities
• Update knowledge related to current policy / information that implemented in BINUS University
• Receive and prepare all necessary documents required for the student services process
• Distribute student documents (e.g. graduation documents, etc.)
• Receive and check document completeness from internship project and final project (soft cover & hard cover)

Student Request Services:

• Receive, analyze, and follow up all student requests (e.g. reactive process, academic leave process, etc)
• Maintain and update record of documentations related to student request process

Student Registration Services:

• Conduct briefing related to student registration activities (e.g. KRSS, KRS, compact semester, specialization course, etc)
• Receive and follow up student request related to registration process
• Maintain and update records of all student requests
• Handle colloquium and dissertation scheduling and arrangement process for students in Doctoral Program

Stakeholder Inquires Respond :

• Respond promptly to students/other stakeholders inquiries through CRM, email, phone or send it directly to related parties
• Monitor all inquiries using CRM
• Follow up and direct the pending and unresolved inquiries to the related parties
• Handle and resolve all stakeholder inquiries based on service level agreement (SLA)
• Obtain and evaluate all relevant information to handle inquiries and complaints
• Maintain and update record details of inquiries, comments and complaints
• Maintain and update record details of actions taken
• Manage related administration
• Communicate and coordinate with internal departments

Management Support Activities:

• Provide Report to direct Supervisor
• Suggest improvement process related to activities in area of responsibilities (especially related to time concern, effort and cost)
• Perform activities related to Quality Management System
• Perform additional tasks related to key responsibilities as required by Direct Supervisor

Education Requirement:

• Minimum Bachelor Degree

Work Exposure/ Experience:

• Minimum 2 years of working experience

Special Skills/Certification:

• Customer Service Management

If you like wild growth and working with happy, enthusiastic over-achievers, you’ll enjoy your career with us!