Admin/Member Support Officer for Student Services

Groworx; Muntinlupa; On-site; PHP 400,000 - 600,000; Full time

Job summary

A vibrant education company is seeking a Member Support Officer to enhance student experience from first contact to post-arrival. Key responsibilities include handling inquiries, providing guidance, and fostering community engagement among students. The ideal candidate will exhibit strong communication skills and a commitment to student satisfaction.

Benefits

Flexible work schedule

Health insurance benefits

Training and development opportunities

Qualifications

• Experience in customer support or related field is preferred.
• Proficient in using CRM software.
• Ability to work effectively in a team and independently.

Responsibilities

• Manage initial student inquiries via multiple channels.
• Provide non-academic support and guidance to students.
• Follow up with students to ensure satisfaction.

Skills

Communication

Customer Service

Problem Solving

Time Management

Education

Bachelor's Degree

Job description

Member Support Officer

Roles & Responsibilities

Overall Purpose: The Member Support Officer is responsible for managing initial student inquiries and ensuring a positive and supportive experience for students throughout their journey with Groworx, from first contact through to post-arrival and ongoing engagement. This role is key to student satisfaction, retention, and fostering a strong Groworx community.

Key Responsibilities:

Initial Inquiry Management:

• Be the first point of contact for prospective students, responding promptly and professionally to inquiries via phone, email, chat, and social media.
• Provide accurate initial information about Groworx services, study destinations, and general processes.
• Qualify leads and efficiently direct them to the appropriate International Pathway Consultant for detailed consultation.
• Maintain records of all inquiries and initial interactions in the CRM.
  
  

Student Experience Management:

• Proactively communicate with students at key stages of their journey (e.g., post-application, pre-departure, post-arrival).
• Provide non-academic support and guidance to students, addressing their concerns and queries regarding accommodation, travel, insurance, and settling in.
• Develop and share resources (FAQs, guides, checklists) to enhance the student experience.
• Organize and facilitate pre-departure briefings and orientation sessions.
  
  

Post-Arrival Support & Engagement:

• Follow up with students post-arrival to ensure they are settling in well.
• Assist students in navigating initial challenges in their new environment, connecting them with relevant on-campus or community resources.
• Coordinate student networking events or activities to foster a sense of community.
• Gather student feedback and testimonials.
  
  

Issue Resolution & Follow-Up:

• Act as a point of contact for current students experiencing issues, providing timely support or escalating to the appropriate team member or external body.
• Ensure all student issues are tracked and resolved satisfactorily.
• Conduct follow-up communications as needed to ensure student well-being and satisfaction.
  
  

Administrative Support:

• Provide administrative support to the ISS team as required.
• Assist in maintaining student records and databases.
• Contribute to the development of support materials and communication templates.

Key Deliverables:

• High lead qualification rate and efficient handover to consultants.
• Prompt and effective responses to all student inquiries.
• High levels of student satisfaction throughout their journey (measured by surveys).
• Successful delivery of pre-departure and post-arrival support services.
• A vibrant and engaged student community.
• Timely resolution of student issues.
• Accurate CRM entries for inquiry management and student support interactions.
  
  Equipment Contractor should provide own assets/gadgets:
  - Noise-cancelling headset with microphone
  - Laptop with a working webcam
  - Laptop specifications:
  > RAM: At least 8gb
  > Processor: Intel Core 5
  > Operating System: At least Microsoft Windows 11
  > Screen Size of 14 to 16 inches
  - Internet speed: Minimum of 50 mbps (Download speed)