Student Resolution Specialist

GUS Educations PH; Quezon City; On-site; PHP 279,000 - 446,000; Full time

Benefits offered by this job

HMO + Life Insurance

Training Programs

30 PTOs / Leave Conversion

Parental & Maternity Benefits

Transportation Allowance

Internet Allowance

Clothing Allowance

Laundry Allowance

Rice Allowance

Onsite Work

Job summary

GUS Education PH is seeking a dedicated Student Support Advisor to join our onsite team in Bridgetowne, Quezon City. You will handle inquiries via phone, email, live chat, and video calls, ensuring timely, student-centered guidance and first-contact resolutions.

The role emphasizes data accuracy, confidentiality, and collaborative problem-solving. You will work Monday to Friday, 4:00 PM–1:00 AM Philippine Time, with potential coverage as the account grows.

Qualifications

• Bachelor’s degree in any relevant field is required.
• Experience in a high-volume customer service environment, contact centre, student-facing role, or higher education setting is preferred.
• Candidates with student support, advising, mentoring, or guidance experience are encouraged to apply.

Responsibilities

• Handle multichannel student inquiries via phone, email, live chat, and video calls.
• Resolve student concerns at the first point of contact when possible.
• Communicate confidently and empathetically to guide students through solutions.
• Maintain accurate records of interactions and follow up as needed.

Skills

Phone & Email Support

Live Chat & Video Calls

Clear Communication

Problem Solving

Customer Service Excellence

CRM Awareness

Education

Bachelor’s degree

Tools

CRM systems

SITS / Salesforce

Case management tools

Job description

MAKE A DIFFERENCE IN EVERY STUDENT'S JOURNEY!

Help students move forward with confidence through supportive, multichannel communication.

Guiding, Uplifting, and Soaring in a #GreatPlaceToWork

• Health & Security: HMO (up to 2 dependents) + Life Insurance
• Growth & Development: Training Programs & Learning Opportunities
• Work-Life Balance: 30 PTOs, Leave Conversion
• Family Support: Parental & Maternity Benefits
• Additional Perks: Transportation, Internet, Clothing, Laundry & Rice Allowances
• Work Arrangement: 100% Onsite
• Work Location: Bridgetowne, Quezon City
• Work Schedule: Monday to Friday | 4:00 PM-1:00 AM Philippine Time. Working hours may change as the account grows toward 24/7 operations to meet business needs and student support coverage requirements.
• START DATE: November 23, 2026!

BE PART OF SOMETHING NEW

Join a growing student support operation in its pioneer phase. You'll have the opportunity to help establish strong service practices, contribute to improving support processes, and shape how students experience assistance throughout their university journey.

HAVE WHAT IT TAKES TO BE OUR STUDENT SUPPORT ADVISOR?

• Bachelor's degree in any relevant field.
• Experience in a high-volume customer service environment, contact centre, student-facing role, or higher education setting.
• Candidates with experience in student support, advising, mentoring, or guidance are encouraged to apply.
• Confidence communicating with students through phone calls, email, live chat, and video calls. Voice and video interactions are essential parts of this role.
• Strong written and verbal communication skills, interpersonal skills, and a genuine commitment to customer service excellence.
• A proactive approach to enquiry management, troubleshooting, and resolving student concerns.
• Ability to support students who may be stressed or anxious with patience, empathy, and professionalism.
• Comfortable working in a fast-paced environment, managing multiple enquiries, and meeting service quality and productivity targets.
• Ability to work independently while collaborating effectively with colleagues and specialist teams.
• Strong recordkeeping skills and familiarity with CRM systems, case management tools, or student records databases.
• Knowledge of data protection, confidentiality, safeguarding, and student support practices.
• Experience in higher education student support, contact centre leadership, coaching, or people management is an advantage.
• Familiarity with SITS, Salesforce, or similar student information and CRM systems is a plus.

DAY IN THE LIFE OF A STUDENT SUPPORT ADVISOR

Multichannel Student Support

• Support students throughout their university journey by responding to enquiries through phone calls, email, live chat, and video calls.
• Resolve student concerns at the first point of contact whenever possible, providing accurate, timely, and student-focused guidance.
• Communicate confidently through voice and video interactions, adapting your approach to each student's needs and circumstances.
• Deliver a friendly, compassionate, and professional service that helps students feel heard, informed, and supported.

Enquiry Resolution and Student Guidance

• Investigate student questions using available systems, records, and information sources.
• Work with specialist teams and university departments to resolve enquiries that require additional expertise.
• Coordinate effective handovers and follow up on outstanding cases to help ensure students receive the support they need.
• Recognise signs of student distress and refer concerns through appropriate safeguarding processes.

Student Records and Service Quality

• Maintain accurate records of student interactions, actions taken, outcomes, and next steps in approved CRM, case management, and student information systems.
• Manage daily workloads while meeting agreed service levels, quality standards, productivity targets, and schedule requirements.
• Handle confidential and sensitive information with discretion and in line with data protection requirements, safeguarding standards, and university policies.

Collaboration and Continuous Improvement

• Build positive working relationships with Team Leaders, UK-based functional teams, specialist university departments, and internal support functions.
• Share student feedback, recurring enquiries, and service challenges to help identify practical improvements.
• Participate in coaching, quality assurance reviews, knowledge-sharing sessions, and ongoing training.
• Contribute ideas to improve processes, systems, and the overall student support experience.

Teamwork and Professional Development

• Work collaboratively, demonstrate flexibility, and support colleagues across teams.
• Take ownership of your development by applying feedback and identifying opportunities to strengthen your skills.
• Uphold our values by promoting equality, respectful communication, and an inclusive experience for students and colleagues.
• Carry out other relevant duties appropriate to the role and support the university's commitment to safeguarding learners.

GUS Education PH: Empowered by knowledge, guided by heart.

A certified Great Place to Work company, we guide with purpose, uplift through holistic support, and soar by empowering those who empower education. As a strategic partner, we turn every challenge into an opportunity for growth through collaboration, innovation, and operational excellence.

Big careers start with big learning-and yours could start here.

Ready to make a meaningful difference in students' lives? Join us as a Student Support Advisor and help create a responsive, compassionate, and reliable student support experience from the ground up.