Student Support Officer (CSR - Multichannel) | START NOVEMBER 2026

GUS Education Business Process Solutions and Services Philippines, Inc.; Quezon City; Sur place; PHP 260 000 - 380 000; Plein temps

Avantages offerts par ce poste

Health & Life Insurance

Training & Learning Opportunities

Paid Time Off (PTO) & Leave Conversion

Parental & Maternity Benefits

Transportation & Internet Allowances

Clothing & Laundry Allowances

Rice Allowance

Résumé du poste

GUS Education PH is seeking a dedicated Student Support Advisor to assist students through phone, email, live chat, and video interactions. You will respond to inquiries, guide students through their university journey, and coordinate with internal teams to ensure timely resolutions.

The role requires a Bachelor's degree and experience in high-volume customer service or education settings. You will maintain empathetic, clear communication and uphold data protection standards while supporting a

Qualifications

• Bachelor's degree in any relevant field is required.
• Experience in high-volume customer service, student-facing, or education settings preferred.
• Candidates with student support, advising, mentoring, or guidance experience are encouraged to apply.

Responsabilités

• Provide multichannel support to students (phone, email, live chat, video).
• Resolve enquiries at first contact when possible and escalate where needed.
• Maintain accurate student interaction records in CRM and case management systems.
• Collaborate with university departments and teams to improve service quality.
• Participate in coaching, QA reviews, and knowledge-sharing to strengthen processes.

Connaissances

Customer service experience

Multichannel communication

CRM systems familiarity

Strong communication

Empathy and patience

Formation

Bachelor's degree in any field

Outils

Salesforce

SITS

Description du poste

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.

Please note that all applications are routed through our Applicant Tracking System and are reviewed by our recruitment team. Due to the volume of applications we receive, processing times may vary, but every application is carefully considered.