Frontline Enrolment Officer

Kaplan Higher Education Academy Pte Ltd; Singapore; On-site; SGD 30,000 - 45,000; Full time

Job summary

A leading higher education institution in Singapore is seeking a Frontline Enrolment Officer to provide exceptional support to students and customers. The ideal candidate will have strong customer service skills and a diploma or equivalent, with at least 2 years of experience. Responsibilities include handling enrolment procedures and ensuring efficient service delivery. This is an on-site role located at Wilkie Edge.

Qualifications

• Minimum 2 years of customer service/front line experience preferred.

Responsibilities

• Provide exceptional frontline support to students and customers.
• Manage enrolment procedures and collection of fees.
• Process sales of study materials and respond to enquiries.

Skills

Strong customer service skills

Excellent communication skills

Ability to manage complaints

Knowledge of Kaplan Financial programmes

Proficient in multitasking

Ability to communicate in Mandarin

Education

Diploma or 'A' Level qualification

'O' level with 2 years customer service experience

Job description

Company Overview

Kaplan Higher Education Academy (Kaplan) is part of Kaplan Inc., one of the world's most diverse education providers and the largest subsidiary of Graham Holdings Company (NYSE:GHC).

Kaplan has welcomed students from over 55 countries and regions. As a Lifelong Integrated Learning Partner, we offer over 450 academic and professional certification programme options* for higher learning and skills development, providing opportunities for individuals to always stay relevant. To date, these opportunities have benefitted more than 100,000 graduates^.

We have a diverse team of individuals dedicated to our mission to help individuals achieve their educational and career goals, and build futures, one success story at a time. Our core values - Opportunity, Knowledge, Support, Integrity and Results - help guide the way we work.

At Kaplan, our employees are our most valuable assets, and everyone's contribution is integral to our success. We have been recognised by The Straits Times, for the second successive year, as being one of Singapore's Best Employers for 2023. This large-scale and comprehensive study assessed the attractiveness of organisations in Singapore based on an independent employee survey.

We strive to continue providing a professional, positive and stimulating work enviroment with plenty of room for initiatives, so that our employees can thrive with us. If you are seeking opportunities for growth, we welcome you to write to us!

Based on full-time and part-time study modes across programmes offered at Kaplan.

^Total Diploma and Degree graduates from Kaplan from 2007 to 2023.

Designation

Frontline Enrolment Officer

Responsibilities

The Frontline Enrolment Officer is responsible for providing exceptional frontline support to students and customers, managing enrolment procedures, and handling administrative tasks to ensure efficient operations. This role involves overseeing the collection of fees, verifying contracts, and processing sales of study materials, while addressing enquiries and resolving issues at the counter. The Front Enrolment Officer plays a key role in maintaining a high standard of service delivery and supporting the enrolment process for all entities under the organisation.

Key Responsibilities

• Serve as the first point of contact for students and customers at the frontline counter, providing support and assistance.
• Handle the collection of fees, verification of contracts, and enrolment procedures for all entities, including KHEA Full-Time, Part-Time, and Kaplan Financial programmes.
• Process sales transactions for Schweser products and ACCA/FIA study materials for Kaplan Financial programmes, ensuring accuracy and efficiency.
• Respond to phone enquiries, manage courier-related tasks, and perform other administrative duties as assigned by the line manager.

Qualifications

Academic & Professional Qualification

• Diploma or "A" Level qualification
• "O" level with at least 2 years of customer service experience can be considered.

Work Experience

• Minimum 2 years of customer service / front line experience preferred.

Knowledge and Competencies

• Strong customer service skills, including handling difficult customers and managing complaints effectively.
• Excellent communication skills for telephone and face-to-face interactions.
• In-depth knowledge of Kaplan Financial programmes, student policies, and enrolment processes.
• Proficient in multitasking and maintaining accuracy in administrative tasks.
• Ability to ensure professionalism and a positive customer experience.
• The ability to communicate in Mandarin with Mandarin-speaking students whom may have limited English proficiency would be an added advantage.

Other Information

• Working Hours: Monday to Friday, 11am to 8pm & Saturday, 9am to 3pm (Not all Saturdays, Roster basis with extra allowance)
• Work Arrangements: On-site
• Location: Wilkie Edge