Student Support Executive (SST)

Job description

Job Title: Student Support Executive

Type: Full-Time, In-Office

Job Summary:

The Student Support member role is a key position within our organization, primarily responsible for providing exceptional support to students who visit our support desk. This role requires strong English communication skills, a dedication to problem-solving, and a commitment to adhering to standard operating procedures to maintain the highest quality of service. If you are passionate about helping students succeed and thrive in their academic journey, this position is an ideal opportunity for you.

Key Responsibilities:

1. Student Support: Interact with students who visit the support center, addressing their queries, concerns, and issues with professionalism and empathy.
2. Query Resolution: Respond to student inquiries through various communication channels, including in-person visits, phone calls, ensuring prompt and accurate resolution of their queries.
3. Standard Operating Procedures: Follow established standard operating procedures (SOPs) to ensure consistency in service delivery and maintain the highest quality of support.
4. Communication: Communicate effectively with students, faculty, and staff, maintaining a high level of English proficiency in both written and spoken communication.
5. Documentation: Maintain accurate and detailed records of student interactions, including the nature of queries, actions taken, and resolutions provided.
6. Quality Assurance: Continuously strive to improve service quality, adhere to quality standards, and proactively identify opportunities for process enhancement.
7. Team Collaboration: Collaborate with colleagues to share knowledge, best practices, and innovative solutions to support students effectively.
8. Training and Development: Participate in training sessions and professional development activities to stay up-to-date with the latest information and best practices in student support.
9. Feedback Handling: Gather and provide feedback from students to relevant departments for process improvement and enhancement of the student experience.
10. Adaptability: Be open to occasional changes in responsibilities, such as assisting with special projects or other support tasks as needed.

Qualifications:

• Bachelor's degree in any stream.
• Strong communication skills (both written and verbal).
• Proficiency in MS Office, Ticketing tools like Freshdesk.
• Excellent problem-solving and critical-thinking abilities.
• Customer service-oriented with a strong intent to solve students' queries.
• Ability to follow SOPs and maintain high-quality standards in ticket resolution.
• Prior experience in a customer service or support role is a plus
• An understanding of and commitment to the mission and values of our educational institution.
• Knowledge of the local language is an added advantage.

Benefits:

• Competitive salary and performance-based incentives.
• Opportunities for career growth and advancement.
• Comprehensive training and development programs.
• A supportive and collaborative work environment.
• If you are a dedicated and enthusiastic individual who is passionate about helping students succeed and can maintain the highest quality of service while following established procedures, we encourage you to apply for the Student Support member position. Join our team and be a part of shaping the future of our students' educational journey.