Senior Associate - Admissions Support

Gus Education (India) Llp; Hyderabad; On-site; INR 350,000 - 520,000; Full time

Benefits offered by this job

Medical insurance

Cab facilities

Generous leave policy

Competitive salary

Job summary

GUS Education India (GEI) in Hyderabad is seeking an Associate/Sr Associate (Future Students Officer) to be the first point of contact for prospective students, delivering excellent customer service across phone, email, live chat and other channels.

Working within University Services under Admissions, you will assist with interview scheduling, portal updates and scholarship inquiries while ensuring data accuracy and adherence to SOPs and deadlines.

Qualifications

• Native level of English language proficiency.
• Graduate level or equivalent.
• Experience in a customer service environment and handling multiple channels.
• Ability to work with SOPs and admissions cycles.

Responsibilities

• Be the first point of contact for applicants via telephone, e-mail, live chat, WhatsApp and other channels, ensuring data is captured.
• Provide excellent customer service meeting SLAs and quality standards.
• Develop understanding of the applicant journey to respond to requests internally across departments.
• Assist with scheduling interview bookings and general interview administration.
• Assist with scholarship information requests and general scholarship queries.
• Assist with applicant portal uploads, reviewing documents and updating statuses.
• Support Undergraduate Clearing via calls, live chat, and updates to records.
• Maintain knowledge of all university products and changes during admissions cycle.
• Make recommendations to update processes and procedures within the department.

Skills

Administrative skills

Customer service

Stakeholder communication

Ownership

Empathy

Target-driven

Education

Graduate level or equivalent

Job description

Associate/Sr Associate (Future Students Officer)

Date

26/02/2026

Function

University Services

Head of Admissions

JDApprovedby

Director of Admissions

Brand

ULAW

About GUS Education India (GEI)

GUS Education India (GEI) is the education arm of Global University Systems, a leading European Education conglomerate. Established in 2017, GEI boasts a portfolio of over 35 Institutions and collaborates with prestigious universities and institutions worldwide, offering educational services that enhance their operations and impact.

JobPurpose

The Future Students Officer is responsible for providing excellent and seamless customer service to all applicants. The Future Students Officer is often the first point of contact that a prospective student will have with the university, so knowledge, enthusiasm, a very clear commitment to help and inform and above all professionalism, are pre-requisites for this role

Organizational Structure

Associate Manager University Services-1

Team Leader University Services- 1

Associate/ Sr Associate University Services-16

Responsibilities

Associate/Sr Associate

• Be the first point of contact for applicants/prospective applicants that have contacted the Admissions Department by dealing with and resolving all applicant queries via telephone, e‑mail, live chat, WhatsApp and other communication channels, ensuring all relevant data is captured
• Provide excellent customer service delivery which includes meeting department quality standards and responding in line with service level agreements (SLAs)
• Develop an understanding of the applicant journey to ensure applicant requests are responded to appropriately internally across departments
• Develop a full understanding of the applicant journey to ensure applicant requests to defer, transfer or cancel are administered in line with current Standing Operating Procedures (SOPs) and admissions cycle deadlines
• Assist with the scheduling of interview bookings and general interview administration as required
• Assist the Future Students Coordinators with requesting scholarship related information and with general scholarships queries
• Assist with calling applicants that have not completed their enrolment processes and providing applicants with information on outstanding tasks
• Provide admissions support at events being conducted for admissions-related activity
• Assist with applicant portal uploads which involves reviewing documentation and updating student statuses as appropriate and in line with current SOPs
• Assisting with Undergraduate Clearing by:
  • answering clearing calls and/or live chat messages
  • dealing with Clearing plus enquiries
  • updating Clearing records for other teams to follow-up as required
• Maintaining a thorough knowledge of all products offered by the University and staying up to date with changes throughout the admissions cycle
• Make recommendations for the updating of processes and procedures within the department to the Team Leader ensuring all processes and procedures are documented accurately
• Develop a thorough understanding of enquiry, application and student record systems to ensure accurate data entry across admissions tasks

In addition to the responsibilities listed above, the job holder may be required to perform other duties as assigned by the Team Leaders and other members of Admissions Management Team from time to time.

Desired Profile

Qualification

• Native level of English language proficiency
• Graduate level or equivalent

Skills & Knowledge

• Excellent administrative and analytical skills with a keen eye for detail
• Demonstrates ownership to resolve challenging customer issues, escalating when necessary
• Ability to empathize with and prioritize customer needs
• Customer service skills; able to conduct phone and email communication to high standards
• Good composition skills - ability to compose grammatically correct, concise, and accurate written responses
• Understanding of the levels of qualifications offered at the institution and how they fit together
• Ability to work to targets
• Ability to exercise judgement in line with organizational strategy prioritizing work as appropriate
• Able to communicate effectively with senior stakeholders on issues affecting their work

Behavioral Skills

• Excellent interpersonal skills with the ability to establish good working relationships, both internally and externally
• Positive & enthusiastic attitude.
• Student focused with a passion for customer service and for continued improvement.
• Willingness to take on unfamiliar tasks and to work on items outside of their comfort zone
• Thorough in their approach to work with a meticulous eye for detail
• Proactive and capable of taking ownership of a student query till resolution
• Strong listening skills; able to identify solutions for students quickly and clearly

Relevant

Experience

• Working within a customer service environment, and in dealing with customers via a variety of communication mediums including face-to-face, on the phone, via email and social media.
• Managing large volumes of work in a customer facing role
• Working in roles where an impeccable level of accuracy is key

Special Circumstances

The post holder will be expected to work hours in line with the Admissions team based in the UK. On occasions throughout the cycle the post-holder may be asked to work additional hours to meet business objectives.

During peak periods it is anticipated that flexibility in working additional hours in evenings and at weekends may be necessary to achieve business objectives and will be administered in accordance with the University's overtime policy.

GUS Values

GEI is an equal opportunity employer and encourages applicants from diverse backgrounds to apply.

There is an expectation that employees will maintain the values of the Group and will comply with the code of conduct as well as equality, diversity, health, and safety policies of the company.

• At GUS Education India, GEI we truly believe that diverse culture, backgrounds, and experiences drive innovation.
• This role is a full-time position with a competitive salary and benefits package.
• The company offers comprehensive medical insurance to its employees, which includes hospitalization, accidental insurance, term insurance and Gratuity, which is over and above the compensation.
• To make the daily commute easier, safer, and less stressful, the company provides cab facilities to its employees to and from the workplace within 30 kilometers radius.
• The company acknowledges the importance of mental and physical well-being and the need for rest and relaxation. Workdays are Monday to Friday and a comprehensive leave package for employee well-being is offered, which includes 5 days of medical leave, 5 days of casual leave, 24 days of earned leave, 1 day of Happiness Leave, apart from 10 days of statutory leave, totaling to 45 days’ time off in a year.