Homeschool Global Philippines - Admissions Officer

AnchorEd; Manila; Hybrid; PHP 290,000 - 424,000; Full time

Benefits offered by this job

Government benefits

Leave benefits

Educational support

Laptop provided

HMO coverage

Tuition scholarships

Wedding leave

Job summary

AnchorEd in Manila is seeking an Admissions Officer to guide families from inquiry through enrollment, ensuring accurate information, timely assistance, and smooth case processing across hub, phone, email, chat, and in-person touchpoints.

You will coordinate orientations and consultations, support enrollment workflows, monitor documentation, billing steps, and ticketing, and uphold data integrity and SLA commitments to deliver a parent-first experience.

Responsibilities

• Assist with inquiries regarding homeschooling, programs, services, requirements, fees, and next steps—providing clear and accurate guidance.
• Act as frontline support across all touchpoints (hub, hotline, email, chat, face-to-face), adhering to SLAs and SOPs for response time, documentation, and resolution.
• Provide personalized support by clarifying needs, recommending next steps, and scheduling/or endorsing orientation or consultation pathways as appropriate.
• Ensure every family receives a consistent, parent-friendly experience—timely updates, correct information, and a clear understanding of what to do next.
• Facilitate orientations and consultations (virtual or face-to-face) to help parents understand homeschooling expectations, program options, processes, and requirements.
• Support the end-to-end orientation experience by ensuring readiness of materials, proper coordination, and clear follow-through steps for families.
• Equip parents to select a program and confidently proceed with application/enrollment by providing accurate details and guidance.
• Serve as a main point of contact for families during enrollment and re-enrollment—ensuring timely guidance, accurate evaluation, and clear follow-through.
• Review and process applications based on standard admissions policies, SOPs, and SLAs; validate completeness and correctness of submitted forms and documents.
• Evaluate qualifications and documentation requirements; identify gaps early and guide families on how to complete requirements correctly.
• Follow defined checkpoints and internal standards to minimize rework and prevent delays.
• Coordinate with relevant teams on admission-related concerns while meeting SLA requirements for updates and resolution.
• Support enrollment operations by tracking submissions, following up on missing requirements, and ensuring accurate information is reflected in internal systems.
• Assist with payment tracking and coordination by confirming payment status, ensuring updates and acknowledgements within SLAs, and routing billing concerns as needed.
• Help reduce billing-related friction by ensuring families receive clear instructions on billing steps and timelines.
• Escalate billing discrepancies or exceptional cases promptly and with complete documentation to enable fast resolution.
• Handle assigned tickets by acknowledging requests, providing updates, and resolving concerns within SLA timelines.
• Ensure accurate communication and documentation for cases involving loyalty, scholarships, discounts, and other account-related concerns.
• Acknowledge complaints, provide initial resolution where possible, and follow the defined escalation process.
• Maintain a calm, respectful, and solution-oriented tone, especially in sensitive or escalated situations.
• Track and manage leads and cases using the approved CRM and trackers, ensuring complete, accurate, and up-to-date records.
• Document key details: family needs, program interest, stage in the journey, commitments made, next steps, and follow-up dates.
• Maintain data integrity and confidentiality; comply with documentation standards and audit requirements.
• Meet or exceed SLAs for inquiries, hotline interactions, and ticket response/resolution times; follow SOPs and approved templates.
• Flag recurring pain points and bottlenecks; share insights for improvements.
• Participate in team huddles and process updates to improve accuracy and turnaround times.

Job description

Homeschool Global Philippines - Admissions Officer

Serve as a frontline Admissions and Enrollment support partner, guiding families throughout their journey from initial inquiry and orientation to application, enrollment, re-enrollment, and post-enrollment support. Ensure a consistent, parent-first experience by providing accurate information, timely assistance, efficient case and application processing, and proactive follow-through across all touchpoints. Maintain data accuracy, meet service-level standards, coordinate with internal teams, and identify opportunities to improve processes and the overall family experience.

Key Responsibilities:

A. FRONTLINE INQUIRY SUPPORT

1. Assist with inquiries regarding homeschooling, programs, services, requirements, fees,and next steps—providing clear and accurate guidance that helps families moveforward towards their enrollment.
2. Act as frontline support across all touchpoints (hub, hotline/Aircall, email, chat, face-to-face), adhering to SLAs and SOPs for response time, documentation, and resolution.
3. Provide personalized support by clarifying needs, recommending next steps, and scheduling/endorsing orientation or consultation pathways as appropriate.
4. Ensure every family receives a consistent, parent-friendly experience—timely updates, correct information, and a clear understanding of what to do next.

B. ORIENTATION & CONSULTATION SUPPORT

1. Facilitate orientations and consultations (virtual or face-to-face) to help parents understand homeschooling expectations, program options, processes, and requirements.
2. Support the end-to-end orientation experience by ensuring readiness of materials,proper coordination, and clear follow-through steps for families.
3. Equip parents to select a program and confidently proceed withapplication/enrollment by providing accurate details and guidance.

C. ENROLLMENT & RE-ENROLLMENT APPLICATION PROCESSING

1. Serve as a main point of contact for families during enrollment and re-enrollment—ensuring timely guidance, accurate evaluation, and clear follow-through.
2. Review and process applications based on standard admissions policies, SOPs, and SLAs; validate completeness and correctness of submitted forms and documents.
3. Evaluate qualifications and documentation requirements; identify gaps early and guide families on how to complete requirements correctly.
4. Follow defined checkpoints and internal standards (ready for confirmation criteria) to minimize rework and prevent delays.
5. Coordinate with relevant teams on admission-related concerns (academic evaluation/appraisal, TLC, program policies, school policies, etc.) while meeting SLA requirements for updates and resolution.

D. ENROLLMENT SUPPORT & BILLING-RELATED COORDINATION

1. Support enrollment operations by tracking submissions, following up on missing requirements, and ensuring accurate information is reflected in internal systems/trackers.
2. Assist with payment tracking and coordination by:
a. confirming payment status or required billing details using approved internal references/tools,
b. ensuring updates and acknowledgements are shared with families within SLAs,
c. routing billing concerns to the appropriate owner/escalation pathway when needed.
3. Help reduce billing-related friction by ensuring families receive clear instructions on billing/payment steps and required timelines.
4. Escalate billing discrepancies or exceptional cases promptly and with complete documentation to enable fast resolution.

E. TICKETING, CASE MANAGEMENT, AND EXISTING FAMILY SUPPORT

1. Handle assigned tickets by acknowledging requests, providing updates, and resolving concerns within SLA timelines.
2. Ensure accurate communication and documentation for cases involving loyalty, scholarships, discounts, and other account-related concerns—following approved processes and endorsement steps.
3. Acknowledge complaints, provide initial resolution where possible, and follow the defined escalation process, ensuring proper documentation and follow-through until closure.
4. Maintain a calm, respectful, and solution-oriented tone, especially in sensitive or escalated situations.

F. CRM / TRACKERS / DATA INTEGRITY

1. Track and manage leads and cases using the approved CRM and/or trackers, ensuring complete, accurate, and up-to-date records of interactions and statuses.
2. Document key details: family needs, program interest, stage in the journey, commitments made, next steps, and follow-up dates.
3. Maintain data integrity and confidentiality; comply with documentation standards and audit requirements.

G. SLA COMPLIANCE, QUALITY, AND CONTINUOUS IMPROVEMENT

1. Meet or exceed SLAs for inquiries, Aircall/hotline interactions, and ticket response/resolution times
2. Follow SOPs consistently and use approved scripts/templates to ensure accuracy and consistent experience across all touchpoints.
3. Flag recurring parent pain points, process bottlenecks, and system issues; share actionable insights with supervisors to support workflow and system improvements.
4. Participate in team huddles, coaching sessions, and process updates to improve accuracy, turnaround times, and parent experience.

H. OTHER TEAM SUPPORT AS NEEDED

1. Support Admissions team initiatives and peak-season priorities, including special campaigns, events, and operational projects, as assigned.
2. Perform other related duties that contribute to an efficient, parent-first admissions and enrollment experience.

KEY PERFORMANCE INDICATORS (KPIs)

1. SLA compliance: inquiry response time, Aircall/hotline handling standards, ticket response and resolution times
2. Orientation/consultation support effectiveness & CSAT (attendance readiness, follow-through completion)
3. Enrollment/re-enrollment processing turnaround time and accuracy (rework rate, error rate)
4. Documentation completeness and CRM/trackers accuracy
5. Parent experience indicators: reduced

What's in it for you at AnchorEd?

We believe in taking care of our team members not just at work, but also in life, family, health, and growth. Here’s what you can look forward to when you join us:

Growth & Stability

• Government-mandated benefits (SSS, PhilHealth, and Pag-IBIG) from Day 1
• Semestral and Christmas breaks on top of leave credits
• Vacation Leave and Sick Leave upon regularization
• Educational support and career development opportunities aligned with your role and growth path
• Company-issued laptop upon onboarding to support your day-to-day work, plus access to a subsidized Laptop Loan Program for team members who wish to purchase or upgrade their personal preferred unit, subject to company guidelines.
• HMO coverage upon regularization
  Choose between:
• Higher individual coverage, or
• Coverage for you plus one eligible dependent
  HMO benefits also include:
• Optical reimbursements
• Maternity cash assistance

Family-Centered Benefits

• Up to 100% Base Tuition Fee scholarship for enrolled children of team members
• Additional scholarship discounts for siblings, nephews, and nieces
• Paid Wedding Leave
• Maternity and Paternity Leave in accordance with Philippine labor laws

Learning & Development

• Opportunities for further studies with tuition support for approved programs related to your career path
• Leadership and professional development programs designed to help you grow personally and professionally

More Than ...

At AnchorEd, we value meaningful work, purpose-driven education, servant leadership, and a people-first culture where growth, faith, and excellence come together.

Join a team where your contribution matters — and where you can grow both professionally and personally.